Convenience Driving Customer Loyalty

Convenience is one of the driving motivations behind consumer choice. The ability to purchase and seek support for purchases on the move, quickly, with 24/7 access is becoming an expectation. Indeed 55% of UK customers state that convenience is the most influential purchasing factor (, 2019). How can you leverage your customer contact strategy to […]

Trust: the cornerstone of great customer service

Trust is the cornerstone of great customer service which is critical for satisfaction and loyalty within the retail industry. This article addresses the importance of trust within customer service with regards to the trend of using chatbots to streamline customer contact. We have discussed chatbots in previous blog posts. Chatbots put the customer in control, […]

How to maintain quality of service with an increasingly impatient customer base

According to a survey by Deloitte ‘Mobile Consumer Survey 2018: The UK cut’ 87% of respondents claim to own or have access to a smartphone with 95% stating they use them on a daily basis. Smartphone capabilities are continuing to increase and will for the foreseeable future. The prolific use of mobile devices has made […]

What are the key ingredients to a personalised customer contact strategy?

There is no longer a ‘one size fits all’ strategy to marketing and personalization. Each retailer is unique and must mould their strategies depending on their audience. Personalisation is not just about the initial point of contact. In an increasingly socialised economy, organisations need to get to know their customers and find new ways to […]

How can the contact centre be leveraged to drive customer loyalty?

According to Consumer Brand Builders customer service is one of seven factors that have an impact on loyalty, meaning your contact centre has a genuine opportunity to delight your customers and strongly impact their loyalty. Much more than a function for dealing with complaints and queries, the contact centre should be seen as a source […]

The Changing Landscape of UK Retail – How is Consumer Preference Shaping the Industry?

We have the privilege of talking to millions of UK consumers every year on behalf of our clients and it’s clear that their changing shopping habits and preferences are fundamentally changing the landscape of the UK retail industry. Reviewing your customer service strategy should therefore be a priority for your business, to keep up-to-date with […]

The Art of Conversation: 7 Top Tips for a Solid Customer Service Strategy

We have had the privilege of talking to millions of customers on behalf of some of the UK’s best known brands for over 17 years. Delivering the very best customer experience as part of a comprehensive customer service strategy is an art and the art of conversation is our philosophy. It takes the right blend […]

Customer Service Strategy: The Rise Of Social Media

As we become a nation glued to our mobile phones, 24/7 interactions are growing on multiple channels, not just from friends and family alone, from businesses too. Swift responses are becoming the norm and demand for fast customer service is higher than it has ever been, with the connection between brands and consumers moving even […]

5 Customer Contact Strategy Tips For Business Growth

At some point in its growth journey, a business will need to revise its customer contact strategy and scale up its customer service provision. Even if it’s not as a result of outright expansion, changes in demand throughout the year may require an increase in customer contact, so it’s important for a business to prepare […]