Customer experience

Airlines cashing in with hidden customer fees

Airlines are inflating fares by up to £36 per person by imposing ‘hidden charges’ for bags, better seats. Extra leg room and priority boarding an analysis of 63 airlines has found. The amount of money collected for ancillary added extras  increased by 21 per  cent with so called budget airlines leading the charge. Fees for […]

Big six energy suppliers losing customers in their droves

Disgruntled customers are ditching the energy giants in their droves as smaller independent suppliers continue to erode their market share, research suggests. The Big Six suppliers – British Gas, EDF, npower, E.ON, Scottish Power and SSE – have lost 660,000 customers in the last year, according to analysis from Cornwall Energy. While they remain by […]

Sabio’s six point digital channel checklist

Given that most consumers now have much better technology than the enterprises that serve them, contact centre technology specialist Sabio believes that organisations are finding it increasingly challenging to deal with the shift in power to consumers – as well as the explosion in digital interactions. To help simplify the task, the company has produced […]

Social masters KLM makes it easier for online customers

Travellers searching the website of KLM, the Dutch national airline with a reputation for social customer service excellence, will find it easier than ever before to find the information they need. Via an ‘Ask a question’ service, travellers will get an immediate single right answer (not a multiple search result) to any question they ask. […]

Businesses making limited progress improving customers’ experiences

10,000 CONSUMERS INTERVIEWED IN KPMG NUNWOOD’S 2015 ANALYSIS The class of 2015 could do better – with no overall improvement since 2014 Some brands do succeed – with 4 new entrants in the UK top 10 Those that have improved most rapidly see customer experience as “the new marketing” – ensuring it permeates everything the […]

Ryanair booming as new customer strategy kicks in

Ryanair – the airline that started being nice to its customers after two profits warnings – is the latest flyer to thank the wet summer weather and strong pound for helping profits take off as it upped its outlook for the full year. The Irish no frills airline said holidaymakers booking last minute deals to […]

First Utility says energy suppliers avoiding customers

Many energy suppliers will happily avoid their customers because they know they are on massively overpriced tariffs, according to Ed Kamm, chief customer officer at First Utility. Kamm made the claims as he highlighted four simple changes which would see households paying less for energy and being treated more fairly by the industry as a […]

Customers not finding supermarkets so cheap after all

The cost of basic food and non-alcoholic drink in supermarkets may be rising a lot faster than previously thought. A cross-section of everyday items, including tea bags, bananas, potatoes and milk, went up in price by an average of 8% over the past year, according to new figures piloted by the Office for National Statistics […]