Institute of Customer Service reveals ‘average’ customer service on Black Friday costs retailers £1.9 billion

06 December 2017

New research released by the Institute of Customer Service highlights that retailers are potentially missing out on £1.9 billion in future sales by not offering ‘excellent’ customer service on...

5 ways to be more proactive with social customer care

24 November 2017

We recently spoke about some of the key challenges businesses are facing in developing and evolving their social customer service.  At a recent Social Media Forum with UKCCF, delegates took part...

Taking a strategic approach to social customer service

17 November 2017

Sentiment recently hosted a Social Media Seminar in partnership with UKCCF, looking at the challenges facing businesses seeking to optimise their social customer service strategy.

Improving public sector social customer service

10 November 2017

Public sector organisations face numerous customer service challenges. They are expected to deliver a high-quality service, with strict budget limitations, headcount freezes and often while using...

How to use social media channels to improve customer retention

30 October 2017

As consumers move to digital communication they are giving brands an extra layer of insight to capture high level trends and individual reasons why customers defect. Few companies can afford to...

Why contact centres must integrate digital and social media

10 October 2017

Contact centres must integrate digital channels as part of an omnichannel strategy, or they will become extinct. Customers under 40 want to use social channels and chat apps for service and will...

Social customer service optimisation

26 September 2017

Delivering high quality social customer service is key to improving customer satisfaction and increasing loyalty. It’s a vital component of creating competitive advantage. But just creating a...

How to optimise social customer service for the peak retail season

13 September 2017

Last year UK online shoppers spent over £4 billion during the Black Friday/Cyber Monday weekend. This year research is predicting a spend of over £7 billion.  Online retailers need to be ready for...

5 key takeaways from the 2017 Institute of Customer Service UK Customer Satisfaction Index

11 September 2017

According to the latest report from the Institute of Customer Service, customer satisfaction is now at its highest level ever. Sounds good. But customers are continuing to run into problems and...

Should you outsource your social customer service?

22 August 2017

Delivering high quality social customer service is a real challenge for many businesses. Social is a highly visible channel and any mistakes can be costly. Customers expect a speedy, personalised...

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