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customer experience

4 months ago by Matt McGowan

Are you working too hard, or hardly working?

In a recent CMO Spend survey from some of my industry peers over at Gartner (Jake Sorofman, Yvonne Genovesee, and Anna Maria Virzi (hi Anna Maria!)), a couple of stats truly jumped out at me. 33 percent of marketing budgets are now spent on Marketing Technology (MarTech). 56 percent of marketers ranked customer experience as…

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Work smart, not hard

2 years ago by Anca Staples

Supporting customers to deliver success

This week, the Institute of Customer Service celebrates Customer Service Week. All businesses strive to do very well, but dealing with customer queries is not always easy. I grilled Matt Cutbush, the head of our own Support team, on the topic. A: What is one thing that you think people don’t realise about our Support…

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Matt Cutbush portrait

2 years ago by Anca Staples

Why you can count on email for great customer service

As ICS celebrates Customer Service Week, we’re discussing how email can help you provide a great customer service, and experience in today’s customer-led economy. Let’s start with a story. It was the end of 2013, I had scheduled an appointment with my bank but for some reason, I needed to cancel it. I didn’t have time…

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2 years ago by Paul Dyke

Improving customer experience with Gmail’s Actions in the Inbox

A smooth user experience can make your customers appreciate your brand more. If you have a high proportion of Gmail users in your database, there’s some new technology that could make things easier: Actions in the Inbox. What if there was a way to increase conversion rates to your emails in a way that makes…

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3 years ago by Steve Denner

5 questions you must ask marketing software vendors about customer experience

Five questions software vendors must answer before you choose their marketing software. Looking at new marketing software? There are many companies currently offering solutions. How should you choose between them? The first considerations Integrated or stand alone? Online or offline? Remember, the less expensive solution may not be the most suited to your business needs,…

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