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More evidence that customer experience is about emotions

Customer Bliss

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Still, what’s disheartening is this: across this sample size, customer experience actually fell from 2016 to 2017. What does it mean? Conversely, things are great.

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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

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Delivering what US consumers want

Eptica

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

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Vodafone fined £4.6m for breaches of consumer protection laws

Helen Dewdney

by Ofcom for “serious and sustained breaches of consumer protection rules” Ofcom undertook two investigations lasting 18 months. Vodafone provided written representations to Ofcom on 1 July 2016. Refer to the correct consumer law. Consumer Protection from Unfair Trading Regulations 2008 covers mis selling).

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Spa customer service treatment with a smile – even when things go wrong…

Helen Dewdney

What is important to me, as a consumer champion, is how companies deal with the mistakes and get them resolved. But you should know that this does not matter as if you have any issues up to 6 years after purchase consumer law is still on your side. I told them that to remove it mid-program is against consumer law.

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How to challenge terms & conditions (even those you’ve agreed)

Helen Dewdney

The Government thought so too and there was a call for evidence from the Department for Business, Innovation & Skills for consumers to provide feedback regarding their experiences. The open consultation ended on 25 April 2016 but there is still no response. Consumer Rights Act 2015 and unfair contracts. How to use.

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Why You Can’t Totally Trust Negative Online Reviews

Survicate

Kyung Hyan Yoo and Ulrike Gretzel (2008) at Texas A&M University surveyed almost 1,500 TripAdvisor users and found that two of the primary motivations for writing reviews was to inform other travellers and to help the business reviewed to improve. And those who do leave online reviews are different from the average consumer.

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