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29th April 2020
Never before has it been so important to manage emotions in the conversations we have with our customers, clients, and partners. Our world has changed overnight and this shock and...
29th April 2020
Right now, we are all experiencing something unprecedented. Although this is a collective human experience, how we respond to these changes varies wildly. There is no road map for navigating...
14th August 2019
There is an ongoing gap between what customers say they want and the experience many organisations actually deliver. Imparta gathered together a group of senior customer experience professionals to discuss...
14th August 2019
There are two assumptions often made by debt collectors: The debtor is trying to avoid paying where possible. The more pressure applied to a customer, the faster the debt will...
14th August 2019
Less than 1 in 4 consumers say that the complaints they made to large organisations last year were resolved satisfactorily. We spent much of the first half of 2016 focusing...
14th August 2019
There is no doubt that contacting the organisations we do business with has become considerably easier since the birth of the contact centre and the explosion of digital channels and...
14th August 2019
Our online and offline experiences have officially merged. Amazon, that bastion of online sales and service, now has its own bookshop made from bricks and glass instead of the usual...
12th August 2019
Jack Nicholson as Col Jessep famously said, ‘You can’t handle the truth!’ (A Few Good Men, 1992) and maybe he had a point – well that certainly seems to be...
12th August 2019
We know what is going through your mind when you read that heading: ‘Justice – what has that got to do with complaints, and isn’t that a serious word to...
12th August 2019
Why does a simple service conversation about something that went wrong get turned into a formal complaint? As a customer, you may have felt forced into speaking to a specialist...
12th August 2019
Do you use the term ‘complaint’ when you make contact with a company after receiving a product or service that you find unsatisfactory? For many of us, as customers, we...