6 areas of focus to improve customer experience

​The Institute of Customer Service has released the latest UK Customer Satisfaction Index figures and analysis. The report comes as Britain begins negotiations to leave the European Union.

Although the UK Customer Satisfaction Index score reached the highest point in recorded history, consumer trust in organisations remains flat, more customers are experiencing problems and the number of complaints made to organisations is increasing.
​
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently.” Warren Buffett

Getting the basics right is essential to improving customer service but not enough to create a successful relationship with customers. The ICS has recommended six areas that companies should focus on to take their customer service to the next level.

1. Quality of customer experience
2. Eliminating problems
3. Engaged, competent people still make the difference
4. Positioning service in a context of rising prices
5. Segmenting by customer preference
6. Marrying traditional customer service virtues with artificial intelligence technologies

 
Understanding your customers is essential. MSB’s customer research provides clear information about what customers expect from your business and how they rate the service it currently provides. Steps can then be taken to eliminate the problem areas by providing targeted training carried out by our experienced training consultants, which has been proven to drive engagement within teams.

You can find out more about our solutions by viewing the Insight and Consultancy page on our website.