Customer Service and Customer Experience Digest Aug 15 – The Taylor Reach Group

Npower’s customer experience problems impact business From business-reporter.co.uk – August 14, 3:57 PM Energy firm Npower’s billing difficulties have led to a decline in profits, with the financial impact set to last until the end of 2016. The firm reported its half-year profits had fallen Colin Taylor TRG‘s insight: Can a poor #customerexperience impact a company’s revenues and profit? You bet – #custserv #CEM #cctr Business technology-focused companies win in the age of the customer | ZDNet From www.zdnet.com – August 13, 7:51 AM Forrester Research data shows the difference between BT Leaders — companies that embrace a BT agenda — compared to BT Laggards. Colin Taylor TRG‘s insight: Technology investment enables #CustomerExperience – #custserv #callcenter Improving Customer Experience: A Must for Mobile Marketers in 2015 From http://ift.tt/VcubCq – August 13, 7:39 AM Paul Swaddle, CEO, Pocket App, discusses how marketers can create a successful customer experience Colin Taylor TRG‘s insight: Consumers now elevated to a position where they are empowered to either evangelize or antagonize a brand via the proliferation of Social Media avenues #cem #custserv #cctr The Modern Customer Experience Framework From www.forbes.com – August 14, 3:25 PM Customer experience truth-teller Augie Ray says customer experience is an attitude, not a process. Customer experience is, Colin Taylor TRG‘s insight: #customerexperience done right-The right people doing the right things to create the right results – #custserv #cem #cctr Quit Obsessing About The Customer Journey From http://ift.tt/Q5Ea6w – August 13, 7:47 AM These days it seems to me that you can’t read a marketing blog, attend a marketing conference, listen to a marketing podcast, without hearing someone drone on about the customer journey. Suddenly,… Colin Taylor TRG‘s insight: Do you know where your customers are at on their #CustomerJourney ? #custserv #cem #callcenter Cablevision Turns Up Customer Experience, Grows Brand Loyalty | Loyalty360.org From loyalty360.org – August 12, 11:55 AM Cablevision CEO James Dolan is excited about the big rise in new customer relationships Colin Taylor TRG‘s insight: Delivering the right products and #custexp for your customers can lead to growth- #custserv #callcenter

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