Author: CXM Editorial

It’s all in the detail

Two years ago we were handed the management of the Online Touchpoint NPS programme for our company with the brief of producing actionable insights for the website management team. The phrase ‘actionable insights’ is a term regularly heard as a...

The New Tower of Babel: multilingual customer research

A combination of the weak pound and a consumer economy mired in recession has led more and more UK companies to look overseas for customers. In 2011 32% of UK GDP came from export, up from 30% in 2010 and...

Keep it in the Family

“Change is hard because people overestimate the value of what they have — and underestimate the value of what they may gain by giving that up.” Flight of the Buffalo 1994 Whether you agree with that our not – the varied...

Putting members and customers at the heart of the service

Since 1934, the not-for-profit company PPL, has been managing the licensing of recorded music for broadcast, online and public performance use, ensuring its 10,000 record company and 65,000 performer members are all paid fairly for their work and investment. PPL’s Training...

Will banks cash in on survey results?

Who is top of the banks when it comes to customer service? More than 8,000 people have voted First Direct into the top slot, ahead of a new current account switching guarantee. A huge 93% of respondents rated its service “great”...

New Health Sector, in partnership with the Patient Experience Network

Note from Ruth Evans Welcome to this month’s Health Sector edition of the Customer Experience Magazine. This month I would like to draw you attention to our event on...

Countdown to Awards

It’s a sell out! That’s right – all tables for the UK Customer Experience Awards 2013 are now taken and guests can look forward to a memorable event. Finalists for the various categories of the Awards were announced in June, and...

What role is product now playing in the customer experience-led world of marketing?

Intro… Over the past ten years ‘customer experience’ has evolved to become standard practice across some of the world’s largest organisations. With Amazon, John Lewis and Co-op all finding a direct correlation between satisfied customers and profitability, we have seen more...

Delivering the right mobile customer experience: six key considerations

Mobile phones are the one device we always have with us wherever we are and whatever we are doing. From acting as an alarm clock in the morning, to letting us accessing the internet and email for work, post on...

Customer loyalty alone is as bad a metric for business success as customer satisfaction

Recently an article of mine was published with the title: “Market research as we know it is unsuitable for the digital economy” and received a great deal of attention, some of it negative. One of the comments called my article...