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Inflation in Britain is at its highest in 30 years, having risen to 5.4% in the 12 months to December 2021 and it is expected to reach 7% by the spring, according to the Bank of England.
One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.
As we’ve seen, next-gen customers are increasingly expecting more from their energy suppliers. They want their providers to adopt lower carbon technology, use smart meter data to improve billing visibility, simplify microgeneration and integrate with other sectors, such as insurance.
The theme for this year’s National Apprenticeship Week is ‘Build the Future’ and is designed to encourage everyone to consider how apprenticeships help individuals to build the skills and knowledge required for a rewarding career.
Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.
Companies today are dealing with an increasing range of vulnerable customers and should remember that seemingly small changes can have a significant impact.
Against a backdrop of varying policy support and shifting funding commitments, the rise of empowered communities across the UK is even more notable.
It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.
There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.
Knowing you’re delighting your customers is the holy grail for any business.