The Institute of Customer Service has just published their latest UK Customer Satisfaction Index (UKCSI). This now highlights the key dimensions that drive customer satisfaction: customer experience, complaint handling, customer ethos, emotional connection and ethics.
At Beyond Theory our message is simple - it's 'look after your people and they’ll take care of your business'. So we were delighted that see that our clients The Maids Head Hotel have been recognised by winning Norfolk's Best Employer Award 2018.
Customer experience is more than smiling and providing a good level of customer service. Customer experience includes the journey that your customers make from researching your products and services, using them and paying for them. Therefore, delivering customer experience includes processes and well as people. This isn’t a new concept. So why do so many companies and organisations get their customer experience so wrong?
Is the customer always right? Always? Sometimes? Never? Our advice is ‘yes, until proved otherwise’. How we deal with these situations is key as others will be looking on and judging this customer experience. Read our blog for advice to give to maintain the best levels of customer service and customer experience.