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Customer Feedback Archives - Into The Blue Consulting

Tag - Customer Feedback

Key Customer Experience Trends in 2018

1. The continued rise of the Empowered Customer This has been a trend which has been with us for a few years and will continue to accelerate in 2018. The development of technology and the growth of Social Media means that the customer has a voice, a very loud and influential voice. The smarter organisations are engaging their customers at a much earlier point and gaining their input and thoughts on their plans for the future. These are also the [...]

Poor Customer Service Costs Companies £37 billion

If you still doubt the impact that Customer Experience has on the bottom line – look at this new research by Ombudsman Services. It shows that 19% of consumers took their business elsewhere due to poor service, while another 15% made a conscious decision to spend less with a brand in future. This cost businesses a staggering £37 billion in 2016 as consumers either spent less or switched to a rival following poor service. Complaints on the Increase The Consumer Action Monitor [...]

Customer Experience in 2017

Here are some key factors we believe will shape Customer Experience in the UK in 2017… Increasing 'smart' consumers In an ever changing marketplace, retailers/service providers will need to consider the fact that their customers are better informed and more demanding than ever before. To ensure growth and the maintenance of a competitive edge, retailers/service providers will need to better understand these savvy customer’s emotionally based buying journey, and have a team with the ability to not only identify the customers’ needs [...]