Free Thinking
The power is in the hands of the consumer. Busy lifestyles, combined with today’s always-on, digitally connected world, have resulted in a market where convenience is king. This is nowhere more...
View ArticleGetting Personal: Know More Than a Consumer’s Name
Despite access to more data than ever before, brands still don’t fully understand what motivates customers. Customer experience (CX) is now an established framework that if managed correctly, can drive...
View ArticleAvoid Speed Trap Policies
If you want to differentiate your company in the marketplace, then you need to show how you can dramatically deliver service and products faster than your competitors. Amazon does it. Apple does it....
View ArticleThe Need for Speed
If you want to differentiate your company in the marketplace, then you need to show how you can dramatically deliver service and products faster than your competitors. Amazon does it. Apple does it....
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Hales’ Heroes & Villains
Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’ top seats of learning, and an organisation that is...
View ArticleConverting Customers to Fans
In an age of seemingly endless choice for consumers, the days of being forced to be a ‘loyal’ customer of a certain brand are well and truly over. Where once only a few big names dominated a particular...
View ArticleAchieving B2B and B2C Experience Parity
It is high time B2B companies finally embraced what B2C companies have known for years. In 2009, when I was running usability research for Skype’s business proposition, I noticed that business...
View ArticleBetter Your B2B Customer Experience in Five Easy Steps
Whilst few B2B executives would disagree that it’s important to provide a great Customer Experience, many struggle to translate their best intentions into practical transformational actions. Here are...
View ArticleKeeping Customer Loyalty: The Ultimate Guide to Deals and Discounts
As a business, there will be times when you decide to offer discounts, deals, or coupons to increase revenue and customer loyalty. However, if not done correctly, you could cause significant damage to...
View ArticleClik here to view.
Hales’ Heroes & Villains
Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s handiest stores for home improvement, and a Greek...
View ArticleOur Survey Says…
Customers…the lifeblood of any business. We want to know what they want, and how they want it. We need to know their needs, and we like to know their likes. Such valuable data can help us fine-tune our...
View ArticleCan CX Translate in Cosmopolitan Cities?
With our cities becoming more international and multicultural, and people travelling extensively for leisure or business, Customer Experience is no longer immune to cultural differences and issues that...
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Common Sense: How Taste, Touch and Smell can Save Brick and Morter Retail
In September, Toys R Us filed for bankruptcy protection in the US. The firm, which was once the dominant player in the US toy market, has found it tough to compete with larger rivals such as Walmart...
View ArticleThe Rise of Bargain Days: Keeping Up with Customer Demand
Bargain days are growing increasingly popular since the rise of Black Friday and Cyber Monday. Amazon Prime Day is another that has recently joined the ranks, and its huge success in 2017 has...
View ArticleAchieving B2B and B2C Experience Parity
It is high time B2B companies finally embraced what B2C companies have known for years. In 2009, when I was running usability research for Skype’s business proposition, I noticed that business...
View ArticleBetter Your B2B Customer Experience in Five Easy Steps
Whilst few B2B executives would disagree that it’s important to provide a great Customer Experience, many struggle to translate their best intentions into practical transformational actions. Here are...
View ArticleKeeping Customer Loyalty: The Ultimate Guide to Deals and Discounts
As a business, there will be times when you decide to offer discounts, deals, or coupons to increase revenue and customer loyalty. However, if not done correctly, you could cause significant damage to...
View ArticleClik here to view.
Hales’ Heroes & Villains
Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s handiest stores for home improvement, and a Greek...
View ArticleOur Survey Says…
Customers…the lifeblood of any business. We want to know what they want, and how they want it. We need to know their needs, and we like to know their likes. Such valuable data can help us fine-tune our...
View ArticleCan CX Translate in Cosmopolitan Cities?
With our cities becoming more international and multicultural, and people travelling extensively for leisure or business, Customer Experience is no longer immune to cultural differences and issues that...
View Article