Retail Customer Retention That Turns Shoppers Into Buyers
Retailers spend heavily to win a first purchase and then, too often, treat the post purchase period as an afterthought. This is a costly imbalance. A customer’s experience after they buy, how their delivery question is handled, how a return…
Building Resilient Customer Experience via Telecom BPO
Resilience in customer experience is not a quality most UK telecoms brands actively plan for. They plan for average demand, for standard operating conditions, and for the metrics that look good in quarterly reviews. What they often fail to plan…