Author: Paul Ainsworth

The Changing Complaint Culture

Research has shown that consumers have increasingly lofty expectations in our digital world, and woe betide any organisation that fails to take this on board. Gone are the days when customer dissatisfaction meant a polite letter posted off and eventually forgotten,...

CX Tales of Terror

Halloween is traditionally a time of good-natured spooky fun – unless you’re a character in one of the season’s many linked horror movies, in which case, why are you reading this? Go and hide in a closet. Yet in the world...

Bitcoin Continues to Rise in Value, Despite International Doubts

The record-breaking rise of bitcoin is continuing unabated, with a new high value of $6,300 marked as October drew to a close. The cryptocurrency is surging in popularity, but its attraction is not translating to all corners of the world. Despite neighbours...

Biting Back: UK-Born McDonald’s Boss Plans to Reclaim Value-Hungry Customers in US

After a period in which McDonald’s learned the hard way about holding onto customers who seek value in their fast food, the chain plans to unveil a new line-up to replace their famous ‘Dollar Menu’. That revamping of a modern US...

Book Review: ‘Great Answers to Tough Questions at Work’ by Michael Dodd

We’ve all been there – whether it be at a job interview, a board meeting, or speaking directly with customers – sometimes you are hit with a question that, for whatever reason, you simply cannot answer. Or at the very least...

The Human League: Perry Timms’ HR Model Set to Revolutinise Business

Most would agree that running a successful business requires investing in, and taking care of, employees, and doing that is next to impossible without Human Resources. The composite professionals of a good HR team are the bridge between staff and management,...

Survey Reveals Barriers to Better Customer Service in UK Public Sector

Budget, reduced staff numbers, and barriers to innovation are the biggest challenges to improving customer service in the public sector according to new research. YPO, the UK’s largest public sector buying organisation and one of only a handful of public bodies...

Winner Focus: Octopus Energy

With an ethos that “buying energy should be as simple as buying cornflakes”, Octopus Energy have won over many eco-aware consumers in recent years, and their success has now been rewarded with a UK Customer Experience Award. The firm, which cultivates...

Converting 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 market sector, we...

Winner Focus: Firstsource Solutions

Firstsource Solutions enjoyed two major wins at the 2017 UK Customer Experience Awards, including the prestigious CX Professional of the Year accolade. That title was earned by Kath Chivers, the firm’s Vice President of Sales Operations, for her sterling work in...