Archives

CX is in the Air: Communicating Quality Through Branding

I am always inspired by corporate brand image when assessing the Customer Experience maturity of a company, since these values and the brand positioning form the blueprint for future consistency. Delivering a consistent, attractive service requires that a corporation explains...

Judging at the UK Complaint Handling Awards: What I Learned

Basia Szumska-Hare judged at the 2019 UK Complaint Handling Awards in London earlier this month. So, it’s Friday March 8th in London, the sky is blue, the children didn’t complain about getting ready for school, and I didn’t hear any complaints of...

Consumer Behaviour is Changing: Are you Keeping Up?

Over the last few years, we have seen a shift to more conscious consumerism that values experiences over things. This can be attributed back to several trends, such as the rise of mindfulness, the minimalist trend in homeware, as well...

Millennial Satisfaction: A Priority for Brands

We now exist in a world where technological innovation is empowering customers to expect more from the brands they deal with, to switch when they’re not happy or satisfied, and share their negative experiences online. Results from a recent study show...

Play for Pay: Gamification Boosts Productivity, Study Shows

Gamified rewards and bonuses not only introduce an element of fun in to the workplace, but also increase employee performance, according to new research which also found that 52 percent of bosses are losing out on increased productivity by not...

Reversing the Decline in UK Customer Satisfaction

Customer satisfaction is at its lowest point since July 2016, according to the most recent UK Customer Satisfaction Index (UKCSI), but what learnings can CX professionals take from the customer sentiment tracker?  The UKCSI is a useful tool for those responsible...

2019 UK Complaint Handling Awards: Winners Celebrate Victory in London

The 2019 UK Complaint Handling Awards have taken place in London, celebrating the people and  initiatives behind some of the best customer service operations in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark – the...

How Gaming can Enhance Customer Experience

For any product or service, a good Customer Experience is essential. We see this in video games, casino, and bingo games. They are designed to ensure that the player will have a great time, remember the game, and as a...

Gift Cards: Can They Save Bricks & Mortar Stores?

The average UK consumer spends £41 more than the original value of their gift card, according to a new study. The UK Prepaid Consumer Insights Study released by First Data found that 34 percent of consumers visit a store they would not...

Building a clear customer experience vision

I recently acted as Chairperson of the judging panel for the Gulf Customer Experience Awards and found it incredibly inspiring to see so many different types and sizes of businesses taking Customer Experience to a whole new level. This event...