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Common sense customer experience – have you seen these CX gaffes?
DeAnna Avis, Aviva’s Solus ARC Whilst perusing the shelves at one of the UK’s biggest chain bookshops, I found myself making all too close acquaintance with a gentleman who was vacuuming at my feet. Ah...
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Finance On The Go
By Virginia Monk, managing director of Network Research On a later than usual train journey from work, my phone reminded me that I had set a task to pay my credit card bill. The monthly reminder was...
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If Context Is King, Are Traditional Surveys The Jester Of The Marketing Mix?
By Adam Goran, Divisional Director of Customer Engagement at Grass Roots Group Today, it is widely accepted that the holy grail of successful customer engagement can only be achieved through delivering...
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Know My Needs, Not My Data…
By Lauren Kayser, from the Loyalty department at Ipsos MORI Having worked on numerous research studies in the travel sector over recent years, I’ve seen how travel companies strive for the heights of...
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Travelling through Mobile Customer Experience
A travel and tourism customer experience has to be a mobile customer experience By Mike Hughes, MD, PeopleTECH In some industries, customer experience is more important than in others. While not...
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What’s Good For Students Is Good For Investors, too
What’s the student accommodation investment secret? – understanding the student! This month student property investment has hit the headlines and investors want to know more about a new must-have asset...
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Customer Management in a World of Intermediaries and Brokers
“Do You Understand How It Works?”by Alan Thompson; Head of Financial Services at Customer Attuned The world of insurance is complex. Customers are buying an intangible product. It’s hard for them to...
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CX expectations – Does age really matter?
With customer satisfaction scores and the voice of the customer playing an ever increasing part in modern day business, customers have more power than ever before to influence key business decisions....
View ArticleCustomer Experience, Isn’t that Just Another Name for…
It has to be the biggest question I have heard this summer! “Ah, so you work in Customer Experience, isn’t that just another name for…” and then the top trumps list unfolds! So it seems that across all...
View ArticleKeeping Your Eye on the Prize
You have the power to choose your experience. It’s all up to you and it’s your choice if you are first, second or third place. It’s also up to you to even get in the game. You need to accept that power...
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When You Are in Your Customers’ Homes, You Have to Make It Right
By Christopher Brooks: Continuing my series of interviews with heads of customer experience, I caught up with Toni Adams, Head of Customer Experience at Carpetright. Based in Purfleet, Essex the retail...
View ArticleNew Years Resolutions: 7 Important Game Changers for Your 2016 CX Strategy
It’s that time of year when we all set our goals and resolutions for the coming year. After over indulging in the Christmas period and sharing happiness with your loved ones, that first week back at...
View Article7 Steps to Becoming a Loveable Brand
February is the month of love! Valentine’s day comes just 2 weeks into the month. Men all around the country set reminders to make sure they don’t forget this special day. That, or they call in at the...
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How Big Is Your Window? Showrooming and Its Pros and Cons for Retailers
Showrooming can be both a threat and an opportunity for retailers. In our modern mobile age, this shouldn’t come as a surprise to you. According to an Econsultancy report, 43% of UK shoppers are using...
View ArticleWhat the Movies Teach Us about Brand Experience
I love the movies! Don’t get me wrong I love to read a book too, or listen to one. But there is just something about the movies that can really make an emotional impact on you in a very short period of...
View ArticleDiary of a CX Manager: A Fool’s Approach to VoC
It’s the start of a new financial year so many businesses will be using new budgets to kick off fresh programmes and initiatives. Here, we join a brand new CX Manager tasked with launching a Voice of...
View ArticleSleighing 7-Headed Monsters: Proactive Communications
By now we all know that bad news travels fast, especially when it comes to tracking negative business incidents. So, it’s fair to ask why it takes so long to deal with them when they occur? In today’s...
View ArticleEmployee Satisfaction Is Key to Providing a Good Customer Experience
A good customer experience means different things to all of us, but I’d suggest that there is one thing in common – a customer service agent that really delivered, whether that’s going the extra mile...
View ArticleWhat Leicester City Can Teach Us about Delivering Awesome Customer Experiences
At a time of rapid change in football, Claudio Ranieri’s recent Premier League triumph with Leicester City has captured the world’s imagination. Even my Tottenham supporting colleague is full of praise...
View ArticleSeven Steps to Achieve Really Poor Customer Service
Customer service. What a positive and optimistic-sounding phrase – who could take exception to that? But the reality is far less pleasing. Commonly associated with frustration, seemingly never-ending...
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