numero blog

How many channels do we really need?
I was recently posed the following question: Do you really need to offer a million different channels of contact to customers? and being an impulsive individual my instant reaction was …… Absolutely not, you could limit your customers to a...

The Emperor's New Customer Service Mantra
As we enter the spring of 2007, we have all been exposed to ever increasing volumes of propaganda on matters such as 'striving for ever increasing service excellence', 'providing the optimum customer experience', 'putting our customers first' and so on...

Customer Service Standards = Big Impact on Business
Sadly, many companies still don’t think that their poor customer service record has an impact on their business but they need to think again because in customers’ eyes, it does., Nearly 50% of consumers said they have switched suppliers of...

Facing the Truth – Customer Satisfaction Is Not as High as We Think! (Survey Part 2)
This is the third in a series that looks at what today’s consumers really think of those who serve them and follows on from the posting made on 15th February. Lots of consumer-facing businesses have spent millions on CRM solutions...

Customer Service Shortcomings Still Dominate – Survey Findings Part 1
Last time in the blog posted on 30th January, we talked about ensuring that you, as a provider of goods and services, understood the importance of the following ratio- People (i.e. Consumers): Processes: Technology – in the context of creating...

Customer Service: How the Consumer REALLY feels
For some time now, in the notoriously non-service oriented UK, Customer service has finally been seen as the behaviour that can have the most significant impact on a company’s top and bottom line performance. In our own experience with existing...

Providing the Right Customer Experience
It's an age old problem and one that companies across all b2C sectors are increasingly facing: How can they deliver the most satisfying service experience,attract more customers, increase revenues from them at the same time as reducing costs? In the...

Have the eTailers survived
Back in November we suggested that in the run up to Christmas a failure to fulfil orders on time would lead to an avalanche of emails. I must confess that so far all my online shopping experiences this last two...