Author: Maili Lavin-Bailey

Case Study: Hotel Chocolat

As a brand, Hotel Chocolat have always found outsourcing essential to their operations as it offers them much-needed flexibility. Plus, they have found that when partnering with FM, the expanded teams feel like just another part of the Hotel Chocolat business.

The Importance of Customer Satisfaction

Measuring customer satisfaction (CSat) is the standard for understanding how customers feel about your customer service (CS). And for good reason. CSat scores are a great indicator of customer loyalty and brand advocacy, both of which affect your sales. Once you’re measuring customer satisfaction and collecting data, you can use it to look for improvements in your CS by identifying trends in interactions that lead to low scores!

FM Outsource Win at UK Customer Experience Awards

Specialists in creating bespoke customer experience solutions, FM Outsource were thrilled to be announced as winners of the Omnichannel CX category at the UK Customer Experience Awards finals on Friday 23rd September 2016.