Author: CXM Editorial

How five conversations with staff can define your service quality

How our frontline personnel feel and behave undoubtedly has a knock-on effect on how our customers feel about the rest of their day, as well as our organisation and brand as a whole. Yesterday, I was running late. I had a...

Now it’s Personal – Just be you, the customers will love it

We’d only been in the restaurant about three minutes, but had already had some humorous and warm conversations with three of the staff who immediately made us feel both welcome and pleased that we’d chosen this restaurant in downtown...

Half of consumers will order Christmas gifts online just days before the 25th

Almost half (47%) of consumers will order gifts online this Christmas with less than a week until the big day itself, according to the latest eCustomerServiceIndex results from eDigitalResearch and IMRG. The results mark the need for retailers and couriers...

Customers demand more insightful chat: So Let’s Get Smarter!

Nick Mitchell takes a look at customer service and sales engagement; especially the trend to reduce customer effort to improve brand loyalty with online chat services. During 2014 customer experience research company tlf conducted a survey on behalf of [24]7 that...

The RAC takes self-service on the road

The RAC is one of the UK’s largest and most progressive motoring organisations, providing services for both private and business motorists with the aim of making motoring easier, safer and more affordable for both drivers and road users. Helping it...

Keeping retail relevant

Amy Reeve, Marketing Assistant at Trustmarque Solutions The advent of the digital era has provided us with new ways of doing everything, from socialising to shopping; the wholesale change we’ve witnessed has been perhaps the most pervasive since the Industrial Revolution...

Three steps to finding your data advantage

We all rely on data. Now, more than ever, businesses are beginning to wise up to the benefits of analysing their Big Data streams. But figuring out how data can be useful to your business – large or small –...

Are You Engaged?

I was speaking to a client a few weeks ago who posed the question “Matt, can you do a session on employee engagement for our whole company?” I thought for a moment, then again, and realised that this would be an incredibly...

Should you always employ your employees?

Is Employing All Your Employees Limiting Your Brands Growth? So I have been having a think today about why some companies seek, almost constantly, help and advice on how to create change, whilst others just get on with it. And I...

‘Tis the season to reward staff

With Christmas just around the corner, the festive season provides businesses with the perfect opportunity to reward staff for their hard work throughout the year. As the feeling of giving is maximised at this time of year, Christmas provides companies with...