Author: CXM Editorial

ECEW – an inspirational event

They came, they saw and they went away enlightened – that’s the verdict on the fifth annual European Customer Experience World event. Held on May 14 and 15 in London, the event offered a chance to dip into a wealth of...

NEW Health Sector

PEN is devoted to improving patient experience across the healthcare industry, whatever the sector; and including whole organisations, companies, teams and individuals.  PEN embraces the NHS, whether it be primary or secondary care, all of the allied partner companies...

Executive Editor

Customer Experience Magazine Executive Editor ………will be their own boss and develop this online magazine into an income generating and profitable business. The Executive Editor may be a freelancer or employed but will have sufficient free time every month and would like...

Twittering Success for Nando’s

Nando’s customers have tweeted the restaurant chain to the top of the leaderboard in the second UK Customer Experience Index (UKCEI). While unhappy customers have left the NHS licking its wounds at the bottom. More than 300,000 tweets sent during March and...

Social Media Reinventing Customer Service

It’s hard to ignore the major impact social media is having across the globe. As of 2012, users were uploading 72 hours of video to YouTube every minute. Celebrities have accumulated millions of Twitter followers, without paparazzi, in an online...

Building a VoC programme – where to begin?

Setting out to build a Voice of the Customer (VoC) programme sounds like a simple task, but with most businesses interacting with their customers through multiple channels, and customer expectations rising in most industries, you need to take a strategic...

McDonalds vs the Banks – It’s not you, it’s me (we just want different things…)

A surprising fact has come to light since last month’s article regarding the effects of social media on McDonald’s and the Banks. Although, as predicted, the Christmas blues gave way to a rise in happiness among McDonald’s’ consumers, there was...

The Customer Experience Awards 2013

The 2013 Awards operated this year by Awards International are still open for entries! Key dates for your diary: Deadline for entry submissions June 14th 2013 Finalists announcement ...

Shining a beacon on all that is GOOD in UK healthcare

Well it was another amazing day of celebration and achievement for our stars of the healthcare industry. The PEN National Awards 2012 took place on Wednesday 6th February amid a buzz of excitement and anticipation. The healthcare industry has taken a...

The UK Customer Experience Index (UKCEI)

The UK Customer Experience Index (UKCEI) – Presented by Customer Experience Magazine and featuring the unique methodology of SpectrumInsight. In this, the first release of results for the UKCEI, we can reveal that Topshop have been giving their customers a truly...