Unlocking Business Growth through Emotional Connection
In a world where an alternative retail outlet or utility supplier is just one click away, businesses in every sector need to raise their game urgently. As many as 89% of businesses expect to compete on...
View ArticleSo You Attended the Customer Experience Workshop, What Now???
If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the...
View ArticleHow Well Do You Know Your Partner?
Relationships can be tricky. Perhaps unsurprisingly, the same relationship dynamics apply for B2B experiences. Successful relationships require that we understand and respond to the needs of our...
View ArticleFrom Neverland to Wonderland: The Journey to B2B Omnichannel
Walt Disney may not be regarded as the godfather of Customer Experience (CX), but his 1956 rallying call to Disneyland staff is perhaps an early pencil sketch. “Whatever you do,” he said, “do it so...
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Extensive Read: Building the Business Case for CX in a Compelling Way!
The Customer Experience community desperately needs the ability to effectively measure its impact on company performance, way better than it currently can. CX strategists are continually reporting...
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How Intu Are Revolutionising the Destination Shopping Experience for Consumers
In the latest in my series on CX leaders, I caught up with Customer Experience Director at intu, Roger Binks to hear how their focus on customer is driving positive change. With 400 million customer...
View ArticleContact Centre Data Holds the Key to Boosting Customer Satisfaction
Customer service has become a key differentiator for brands, and as a result more businesses are integrating their digital and traditional contact channels to help deliver a more seamless service....
View ArticleThree Ways to Create a More Targeted Marketing Strategy
Building and creating optimised digital experiences have been the focus of marketing teams since the early days of the internet, yet the focus has always been on the execution of marketing programs...
View Article5 Ways to Leverage Customer Experience Awards and Boost Your Business
If you are a customer-facing company, it makes sense that boosting your reputation for customer satisfaction will increase your bottom line. And research shows that customer service is the most...
View ArticleBricks N’ Mortar vs. Online – It’s Not That Simple Anymore
We used to compare like for like retail experiences – supermarkets with other supermarkets, airlines with other airlines, car dealerships with other car dealerships. However, it’s not that simple...
View ArticleThe Digital Contradiction
Why are sales of vinyl records on the increase? Many of you will have a box of dusty vinyl records tucked away in your attic. Why? Because you’re emotionally attached to them. You remember how you felt...
View ArticleLive Chats – An Overlooked Data Source
Chances are you’re already well versed in why live chat is a cost-effective decision for your business: it’s cheaper, reduces call center traffic, and many customers find it more convenient. But live...
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United Airlines Strikes Again…and Again
United Airlines seems to have a bad habit of not meeting basic customer expectations. The latest fiasco included dragging off a 69 year old doctor from plane after he refused to give up his seat for...
View ArticleHow Well Do You Know Your Partner?
Relationships can be tricky. Perhaps unsurprisingly, the same relationship dynamics apply for B2B experiences. Successful relationships require that we understand and respond to the needs of our...
View Article3 Key Technologies Retailers Can Use to Improve the Customer Experience in 2017
According to RSM UK, one of the top considerations for retailers this year is approaching the customer journey as a whole; from the first customer contact to purchase. As ecommerce technologies like...
View ArticleHitting the Streets or Shopping from the Sofa – Which Wins for Customer...
With figures from IMRG revealing UK online retail sales reached £133bn in 2016, an increase of 15.9%, year-on-year, it’s clear consumers have been quick to embrace the ease and efficiency offered by...
View ArticleArtificial Intelligence: The Key to Improving Customer Experience
Artificial Intelligence, or AI, is big news for 2017. Gartner not only revealed that enquiries on the subject tripled between 2015 and 2016, but also listed it as the most strategic Technology trend...
View ArticleThe Face of Customer Experience in 2017
For some time now, customer experience has been the leading factor in determining the success of a business. Through various means, modern business are reshaping expectations and trends in CX and...
View ArticleActions Must Speak Louder Than Words: United Airlines Eat Humble Pie!
Last week I wrote an article on the subject of ‘common sense’. To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over...
View Article3 Steps to Avoid Customer Engagement Going Wrong
There’s a reason customer engagement strategies top the list of virtually every company’s marketing agenda, regardless of industry. Simply put, a business’ ultimate goal is to bring in revenue. You...
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