The One Mistake CX Analysts Cannot Afford to Make
Like most kids, I cared a great deal about my school grades when I was growing up. At the time, they felt like the ultimate measure of success or failure. In retrospect, I know that grading is somewhat...
View ArticleWhat Makes a Happy Customer?
There was a time not too long ago when all that mattered was the product. In fact, a quality product was enough to leave consumers with a positive experience of a brand. Then the digital world...
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6 Characteristics of a Great B2B Experience
One of the major trends in the business world is experience. While customer experience is something businesses are looking into and investing in, B2B companies had not adopted it until recently. Thanks...
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Role Model Customer Centric Leadership: Why I Am A Huge Fan of Jeff Bezos!
Most human beings have a small number of people they consider to be their ‘heroes’. For some, it is a relative – their mother, father, brother or sister, husband, wife or partner – it may be a long...
View ArticleExtensive Read: Ready for the Customer 4.0 Revolution?
Why are so many organisations failing to live up to their customers’ expectations? New research reveals that, on average, every adult customer in the UK complained at least once in 2016 – that’s 55...
View ArticleThe 3 Ingredients for Outstanding CX
Poor customer service directly affects CX. It’s a problem that persists in many companies across the UK. Recent research commissioned by Genesys found that, on average, UK consumers spend around 17...
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Three Risky Customer Experience (CX) Initiatives
Forrester reports that customers are willing to spend nearly five times more for excellent customer experience (CX) than they would for poor CX*. But improving customer service comes at a cost. Besides...
View ArticleIs Your Customer Segmentation Missing the Point?
Customer segmentation has been in the marketer’s toolbox since the 1950s. And recently we’ve seen huge leaps in the amount of data and range of techniques available to deliver ever richer insights. But...
View ArticleCreate an Effortless Experience for Customers
Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous generations could only dream of. Self-service, email,...
View ArticleBirthday Messages and the Power of Personalisation
Think about your last birthday. With Facebook making it so easy to send a happy birthday wish, no doubt you were inundated with friend-love. Friends that you haven’t spoken to for 12 months come out of...
View ArticleTear Down Internal Silos in 7 Steps
LONDON — The sixth annual Customer Focus Summit, set in the heart of London’s busy Kensington high street, gathered professionals from various industries to discuss customer experience, brand...
View ArticleWhat’s Really Stopping Your Customers from Buying?
Shopping should be a simple, painless process, but too often it is anything but. As we start our customer journey, whether in a shop or online, we begin to encounter those irritations that make us want...
View ArticleMore Buck for Your CRM
Less than one third of SMEs are extending their CRM deployment across all departments in a way that enables company-wide, data-driven, strategic decision-making. This is the key finding from our recent...
View ArticleHow Companies Improve Customer Relationships with Service Management
Customer relationships are critical to any company’s success, and field service is one industry where the logistics involved in improving those relationships presents some unique challenges. Simply...
View ArticleWhat Do Masters of Retail CX Do?
In the race to build lifelong loyalty, more brands than ever are jostling to put customers into the centre of their organisation. But in the struggle, many forget that it’s no accident there are two...
View ArticleCX Trends for 2017 – BA Take Note!
Anyone who knows me will know that I like to talk about the Customer Experience. It’s my job, I know it and I love it! So I’m sure you can imagine that the recent BA fiasco really caught my attention...
View ArticleEarly Checkout for Hotels Failing to Adopt Customer Facing Tech
Hotel operators face a deluge of technology-driven change that many are ill-prepared for. No longer impressed by key cards and digital signage, a new generation of hotel guests expect more in terms of...
View Article3 Ways in Which Predictive Analytics Technology Can Get You More from Your...
“Consumers don’t think how they feel. They don’t say what they think and they don’t do what they say”, the legendary David Ogilvy once said. So, when surrounded by an ever growing amount of customer...
View ArticleLong live the High Street!
Retailers resigned to a significant drop in footfall this year should take advantage of multi-sensory innovations to draw consumers back in-store, research suggests. A new report commissioned by Mood...
View Article7 Ways Modern Knowledge Management Performs Customer Experience Miracles
An old proverb “knowledge is power,” was initially derived from a closely related Latin aphorism first used in a work by Sir Frances Bacon then later published verbatim as scientia potentia est, by his...
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