It used to be that you would walk into a store or shopping mall, browse casually for a few hours, maybe grab a bite to eat in the food court, then walk out without having purchased anything. Even as vaccination numbers continue to climb, those days still feel as if they may never return. In-store […]
John Aves looks at the financial benefits that flow from creating a loyal customer base and outlines how to measure the return from loyal customers, as well as the cost of disloyal ones. According to a recent Times article, the decision by Persimmon, “Britain’s most profitable housebuilder,” to put customers first, has hit revenues and […]
In order to ensure you are on the right side of your customer reviews, you need to offer great service, to all customers, all of the time. This customer service will be delivered not just by smooth apps and automation, but by human staff on the front line of service. However, what people and machines […]
Ron Nersesian is the President and CEO of Keysight Technologies. Keysight provides world-class electronic design and measurement solutions to accelerate innovation to connect and secure the world. They have the broadest and deepest portfolio of solutions and expertise to meet the world’s toughest electronic measurement and design challenges. Keysight develops solutions that help bring electronic […]
Over the past 10 plus years, Jeff Puritt has led the transformation of TELUS International from a regional contact center with less than 3,000 employees to a top-rated global customer experience provider with over 32,000 employees, delivering next-gen digital solutions to some of the world’s largest and most disruptive brands.
In today’s digital age, there are more customers using apps and websites than there are physically walking into a high street branch, so how are executives, managers or any level of staff supposed to provide optimal customer experiences? Brendan Woods, founder and CEO of AutoEntry, below talks to CEO Today about this growing matter. ‘Millennials’ or […]
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