Author: CXM Editorial Team

McDonald's vs the Banks - an insight

McDonald’s vs the Banks – an insight

Customer Experience Magazine in conjunction with SpectrumInsight are conducting a three month study, using SpectrumInsight’s revolutionary new realtime consumer insight methodology. I met Mark Westaby and Karen Williams, co-owners of SpectrumInsight at the most recent Cranfield Customer Management Forum at the...

0
(0)
Good cop, bad cop

Good cop, bad cop

Why do good complaint handlers go bad when they write to customers? There’s a condition in complaint handling which we at The First Word like to call good cop, bad cop. It doesn’t involve interrogating customers in a dark, smoky room....

0
(0)
What’s really wrong at Morrison’s?

What’s really wrong at Morrison’s?

Morrisons’ Failings Revealed by new type of Market Research Study The underlying problems facing supermarket giant Morrisons are much greater than a lack of an online service or too few convenience stores, which the company is blaming for its continuing poor...

0
(0)
Crimes against the Customer

Crimes against the Customer

When it comes to critiquing customer service, Mary Portas has a bit of a reputation for her no holds barred approach. But what does she consider to be the worst customer service crimes? Over the next two issues we’ll uncover...

0
(0)
A Winner's Story - From Paper to Vapour…..

A Winner’s Story – From Paper to Vapour…..

…Revolutionising Re-mortgaging Fasttrac Solicitors was delighted to win the 2012 UK Customer Experience Award for Professional Services. The award was recognition of the fact that we have completely re-engineered and revolutionised the remortgage conveyancing process. We literally have taken it from paper...

0
(0)
Building a Great Business

Building a Great Business

Who’s heard of the delicatessen, Zingerman’s? Well, neither had I until recently. But trust me, once you learn about this small business, you’ll be itching to know more. At least this was the case for me and why I felt compelled...

0
(0)
Best Practices for Social Media Customer Care

Best Practices for Social Media Customer Care

Social media has arrived as a first choice channel of interaction for consumers to seek customer care and technical support. It’s the next stage of evolution in the demand for a better online experience and real time customer service.   The birth...

0
(0)
A Winner's Story - Virgin Money

A Winner’s Story – Virgin Money

The Story of Virgin Money’s Lounges Virgin has a 40-year history of going into areas with the aim of making things better for customers. In the last 12 months, we’ve set out to do the same for banking. Our long-term ambition...

0
(0)
Waitrose - Measuring the Magic

Waitrose – Measuring the Magic

Waitrose has demonstrated its commitment to continuous improvement of customer satisfaction by launching a customer experience management (CEM) programme with Empathica, the UK’s leading CEM provider. Replacing their current mystery shopping initiative, the new programme will be designed to assess the...

0
(0)
The Customer Experience Business Part 2

The Customer Experience Business Part 2

As I said in last month’s issue, the unexpected discovery that came as a result of my research project of five great companies is that, although they are all in different industries, they all share five things in common. Since...

0
(0)
Hard to say I'm sorry...

Hard to say I’m sorry…

‘Sorry seems to be the hardest word.’ I wouldn’t usually open an article by quoting Elton John. I am today, but only so I can immediately disagree with him. That’s because I think sorry is actually one of the easiest words....

0
(0)
10 lessons learned about customer experience

10 lessons learned about customer experience

Over the 10 years working with leading global brands, we’ve learned that sometimes it’s executing the basics well that allows brands to break through to new levels of success. Here are some of the key lessons we’ve taken from our...

0
(0)
Rethinking the Risk and Reward Relationship?

Rethinking the Risk and Reward Relationship?

The risk/reward principle is well understood, but is it a mindset – a particular lens for viewing life through, or something closer to the rules of a particular game? A game, moreover, often played by people who think of themselves as...

0
(0)
Gold Medal Customer Experience

Gold Medal Customer Experience

What can we learn from the award winners? In the year of the London Olympics, the gold medals for Customer Experience were handed out at the UK Customer Experience Awards on Friday 21st September. Here, one of the judges, Paul Weald,...

0
(0)
The Customer Experience Business

The Customer Experience Business

Last month, in July, I gave a keynote speech at the Inman Connect Conference in San Francisco. At the 2010 conference we were awarded the highly-acclaimed title, “Inman’s Most Innovative Brokerage”. We won the award for our thought leadership in...

0
(0)
UK Customer Experience Awards 2012

UK Customer Experience Awards 2012

The creme de la creme of Customer Experience Management gathered in Covent Garden on Friday 21st September to recognise and celebrate the excellence of their teams at the UK Customer Experience Awards sponsored by InsightNow. The Finals & Gala Awards...

0
(0)
The day in pictures...

The day in pictures…

Finalists, judges, sponsors, exhibitors and guests all played their part in making the UK Customer Experience Awards sponsored by InsightNow, a day to remember. So how did the camera see the day..? ...

0
(0)
Can you define Customer Experience?

Can you define Customer Experience?

This is how the winner of our iPad competition defined what Customer Experience means to them… <strong>’Customer Experience is every meeting, every call, every email, every query, every document and every system.  It is every interaction and every thought our client...

0
(0)
A Judge's perspective

A Judge’s perspective

So what makes a winner in the UK Customer Experience Awards? I would like to tell you a little bit about the experience I had recently, as a judge at the UK Customer Experience awards – a prestigious event with a...

0
(0)
1 69 70 71