Author: Emma Martins

How can customer service be improved for airlines before summer?

Various events last summer saw many flights and holidays being cancelled at short notice, which had financial and reputational impacts on airlines in turn. The fallout of such situations serves as a stark reminder of the critical need for airlines to plan and implement effective long-term support strategies to navigate potential disruptions.

Google’s Gemini Proves AI for Customer Service Still Isn’t Ready

AI for customer service is a bit of a buzzword – and has been for some time – but the recent controversies surrounding Gemini, Google’s shiny new conversational AI, shed light on the broader challenges facing AI in customer service. Despite advancements, biases persist within these systems, raising questions about their readiness to replace human operators.

FM’s Research Featured in Forbes

Data from FM’s Make Every Conversation Count study was recently featured in Forbes magazine. Kate Hardcastle, broadcaster & global go-to consumer insights specialist, recently wrote an article that posed the question: has great customer service checked out of retail for good?

How to Improve Sales Through Customer Service

Customer service is not just about addressing complaints and queries; it’s a powerful tool that can significantly impact sales. In today’s competitive market, where products and services often come with similar features and prices, exceptional customer service can be the key differentiator that drives customers to choose one company over another.

The Importance of Good Customer Service in 2024

Customers expect more than ever from businesses, and the importance of good customer service is only growing in 2024. After a year of energy companies failing to meet standards, cost of living crises, and some of the worst press surrounding customer service across many industries.

How Excellent Customer Service Can Retain Customers

We’ve all heard the quote: it takes five times as much money to acquire a customer as it does to retain one. For some industries, acquisition is key, but there are many industries that can thrive on repeat custom. So, keeping customers happy matters. That’s probably why 96% of companies agree that customer service is a big concern for them. But how does excellent customer service help retain customers?

Top 5 Sectors that Need to Improve Customer Service in 2024

Consumer demands and expectations are ever-changing and the need to improve customer service is increasing. As we step into 2024 the cost-of-living crisis is still affecting many households and businesses big and small are continuing to feel the pinch. This continues to have a significant impact on the satisfaction of customers across business sectors…

Rebuilding Brand Reputation: The Power of Exceptional Customer Service

In the ever-changing world of business, maintaining your brand reputation is crucial for success. When your reputation takes a hit, it might seem like a daunting challenge, but there’s a powerful tool that can help turn things around – exceptional customer service. In this blog post, we’ll explore the ways businesses can use top-notch customer […]