Ian Colley’s Post

when you lack a pillar....you are aiming at crashing.... When Customer Service Is Absent in a Business: What Happens? In today’s competitive market, customer service is not just a department—it’s the backbone of any successful business. But what happens when it's missing? 1. Eroded Trust and Reputation: Without customer service, businesses risk losing their most valuable asset—trust. Negative experiences travel fast, damaging reputations that took years to build. 2. Decreased Customer Retention: Great products aren't enough. If customers feel unheard or unsupported, they are more likely to take their business elsewhere, driving up acquisition costs and lowering retention rates. 3. Lost Opportunities for Growth: Customer feedback is a goldmine for innovation. Without service channels, companies miss insights that could drive product improvements, brand loyalty, and market expansion. 4. Lower Employee Morale: Internal teams suffer when they aren’t supported in addressing customer needs. This often leads to frustration, lower productivity, and higher employee turnover. 5. Revenue Decline: Ultimately, no customer service means no customer loyalty, and no customer loyalty means declining sales. Businesses that prioritize customer service differentiate themselves, build long-lasting relationships, and drive sustained growth. The companies that don't? They fade. HAPPY CUSTOMER SERVICE WEEK 😀 LINKEDIN FAMILY....🌟 #CustomerService #BusinessGrowth #CustomerExperience #BrandLoyalty #customerserviceweek #happycustomwrserviceweek #customersupport #customersuccess #customerretention #businessgrowth #scaleshighinyourbusiness

Do you want to make it easy for your team to take decisions that have customers at the centre of the process? If so you should check out this session at #quirks Not attending? Get in touch with me for an overview. #customer #business #thrive

Most companies state that they are/want to be Customer Centric. However, our own personal experience (supported by data from KPMG Nunwood and Institute of Customer Service) clearly shows that the reality, in many situations, is entirely different. So what's happening? Why the discrepancy? If you are at Quirk's Media next Wednesday at InterContinental London - The O2 then come to see myself and Paul Hudson explain why #CustomerSalience is now required to ensure companies have the future success they desire. We will even give you (for free!) the 4C model that you can deploy to ensure that the customer (ya know, the people that pay your salary!) is front and center in every decision made across your organisation. Chris Martin Maria Twigge Michael Connor Stewart Tippler #insight #customerexperience https://lnkd.in/ezJpAFvm

To follow up on my post from yesterday for International Services Week, please see below the link to the article "The Role of Customer Success in a Professional Services Organization: A Path to Achieving Business Goals." Would love to hear your thoughts and insights! Link: https://buff.ly/4hdpoxU #ServicesWeek #CustomerSuccess #ProfessionalServices

𝐔𝐧𝐥𝐨𝐜𝐤 𝐭𝐡𝐞 𝐇𝐢𝐝𝐝𝐞𝐧 𝐏𝐨𝐰𝐞𝐫 𝐨𝐟 𝐘𝐨𝐮𝐫 𝐃𝐚𝐭𝐚 Your organization is sitting on a wealth of customer insights across sales, support, and product teams. But are you truly using this data to drive growth? Did you know that your Customer Service Department -inhouse, managed insourced and/or outsourced holds data that are invaluable to the organization but is rarely fully utilized? This is what happens when an organization continues to view the customer service center as a "cost center" and focuses solely on cutting costs, instead of recognizing it as a "value center" and quantifying the added value it brings. "𝘈𝘭𝘭 𝘵𝘩𝘦 𝘴𝘰𝘭𝘶𝘵𝘪𝘰𝘯𝘴 𝘵𝘰 𝘺𝘰𝘶𝘳 𝘱𝘳𝘰𝘣𝘭𝘦𝘮𝘴 𝘢𝘳𝘦 𝘪𝘯 𝘵𝘩𝘦 𝘧𝘳𝘰𝘯𝘵𝘭𝘪𝘯𝘦 𝘴𝘵𝘢𝘧𝘧, 𝘪𝘧 𝘺𝘰𝘶 𝘸𝘰𝘶𝘭𝘥 𝘰𝘯𝘭𝘺 𝘣𝘰𝘵𝘩𝘦𝘳 𝘵𝘰 𝘢𝘴𝘬." Most companies remain siloed, making it difficult to fully leverage their data. This is often because managers still operate under the mindset of "Knowledge is power," hoarding information within their silo and only sharing it when asked—often with the underlying question: "What's in it for me?" With the right tools, you can break down these barriers, enabling faster product improvements and higher customer satisfaction. Is your business ready to unlock its true potential?

Building societies are already focused on meeting the needs of their members/customers, which gives them a leg-up over some other financial institutions when implementing the FCA's Consumer Duty. But they still face challenges around ensuring customer engagement, understanding and support, reporting on the right data, and demonstrating compliance to the regulator. Last Friday, Nile's Head of Research Dr. Alexa Haynes joined Newcastle Building Society's CIO Manila McLean on the panel of an insightful webinar on how building societies properly address the Consumer Duty. The event was hosted by Woodhurst and docStribute®️. Here are some of the key takeaways from the session: 👉 Consumer Duty is clearly not a once-and-done exercise, but an ongoing journey. With the FCA now focusing on compliance for closed products, there's plenty of work to be done. 👉 Improving customer engagement, support, and understanding are critical. Building societies have an advantage in their branches, which can be leveraged to provide a personalised service that can't be fully replicated digitally. 👉 A multi-faceted data strategy combining internal metrics, external feedback, and proactively-gathered customer insights is critical for measuring Consumer Duty outcomes. KPIs should tie in with customer needs and motivations. 👉 Quick wins are possible without major tech overhauls. Talking to customers as part of their daily lives and finding improvements to make to existing products and systems can have an immediate positive impact. 👉 We can learn lessons from other sectors on making things easy for customers. The energy sector, for example, has become good at this over the last few years. The most successful businesses are those which prioritise excellent customer service. 👉 With their member-first ethos, building societies are well-positioned to lead the way on Consumer Duty. By focusing on adaptability, inclusion by design, and a culture of continuous improvement, they can deliver better outcomes for the customers and communities they serve. Thanks to the Woodhurst and docStribute teams, and fellow panelists Ben Nadel, Luke Casey and Philip Shelley for facilitating a fascinating discussion.

Building societies should be so well positioned to stand out positively Dr. Alexa Haynes. Mutual mindsets and member focus. There are many examples of customer journeys / product journeys that can be improved to strengthen consumer duty outcomes, and Exizent will continue to bang the drum for more focus to be put on bereavement as an example of a critical journey that can be improved through application of the points you make below.

Looking to find the best CX talent to take your company to the next level? These 8 trends will REVOLUTIONIZE the way you recruit. Need help recruiting and onboarding customer service agents that drive your business goals? Let's connect🤝:https://bit.ly/4dTOekp

🚀 Want to grow your small business in the UK? Learn the secrets to success in market dynamics, financial management, and customer engagement. This article reveals top strategies for managing growth and thriving in today's economy. Don't miss out, comment your thoughts below! 💬 #SmallBusinessGrowth #UKMarketExpansion Original article: https://lnkd.in/eCA9gF7d

Why Should You Work with Us? At Kichata Research, we offer a comprehensive suite of research services tailored to meet your business needs. Our expertise includes Consumer and Market Research, Customer Satisfaction Surveys, Employee Satisfaction Surveys, Quantitative Research, Qualitative Research, and Finance Research. Potential Benefits of Partnering with Us: Actionable Insights: Our research provides you with in-depth insights into consumer behavior, market trends, and employee satisfaction, helping you make informed decisions that drive business growth. Enhanced Customer Satisfaction: By understanding your customers' needs and preferences, you can improve your products and services, leading to increased customer loyalty and repeat business. Boosted Employee Morale: Employee Satisfaction Surveys help identify areas for improvement in your workplace, fostering a positive work environment and increasing productivity. Strategic Decision-Making: Quantitative and Qualitative Research equips you with data-driven insights, enabling you to craft effective strategies and stay ahead of the competition. Optimized Financial Performance: Our Finance Research services help you navigate complex financial landscapes, uncovering opportunities for cost savings and revenue growth. Competitive Advantage: With comprehensive market and consumer insights, you can adapt your strategies to meet evolving market demands, giving you a competitive edge. Partnering with Kichata Research means investing in knowledge that empowers your business to thrive in today's dynamic environment. #researchservices #businessgrowth #customersatisfaction #employeemorale #marketinsights #datadrivendecisions #competitiveadvantage #business #innovation