Our thinking on the customer service experience

Private and public sector organisations both face a constant service challenge: to understand, meet and exceed the demands of their customers, whilst also improving business performance and controlling costs.

Our thinking presents videos, articles and discussions on the issues, case studies tools, techniques and key lessons that organisations can learn from in their journey to improve the customer experience and put service first.

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Brilliant basics are essential for good service: a case study of banking failure

Following a UK bank being voted the most complained about provider, its CEO stated that being "socially useful" was a way to rebuild customer trust.

A more basic requirement is addressing the process failures and disconnects that create poor customer service. This case study of a UK bank's customer service failure illustrates what it's like dealing with failed processes.

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