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Matching Business Growth With Customer Satisfaction

Being part of a rapidly growing company is always exciting, but also exacting. It’s completely normal to feel like there isn’t enough resource to deliver the excellent customer service levels expected of your business. Although this seems like a problem,...

Ask Ian: What Does Awards Success do for my Business?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  You can also join Ian for the upcoming CX...

Premium WiFi Keeps Passengers on the Right Track

Unforeseen delays, technical faults, and weather conditions: these are some of the everyday issues which can cause disruption for Train Operating Companies (TOCs), resulting in a poor passenger experience and dissatisfied customers. For TOCs, ensuring all passengers enjoy a comfortable and...

Let’s not Squander this Opportunity to Reduce Consumer Detriment

Change is afoot! Or at least there’s opportunity for change. It comes in the form of the government’s recent Modernising Consumer Markets Green Paper. At the moment, many of our markets are not working for consumers the way they should...

How Important are Customers to your Innovation Journey?

Innovation is the lifeblood of business, with great ideas being the pump that keeps it flowing. Innovation keeps business moving forward, whether it’s by one percent gains, like the British Olympic Cycling Team, or with ‘big hairy audacious’ new ideas...

Frontline Staff: The Font of Customer Experience Knowledge

Over the years we have seen that the fastest, most efficient way of diagnosing Customer Experience issues is talking to your customer-facing teams. Here is a quick primer on what to ask them. Having started my career in customer support myself,...

Building Customer Trust

In today’s incredibly competitive marketplace, it is more difficult than ever before for companies to retain customers. Therefore, it is crucial they do what they can to maintain and engage effectively with existing and potential customers. One way of staying...

Jeremy King Knows Data – This we can Attest!

Gathering feedback from your target consumers was once a time-consuming or impossible chore, that often gave brands an inaccurate (or blank) picture of the people they want to attract to their products and services. Thankfully, times have changed with the dawning...

Rise of the Customer Briefing Centre: How to Strengthen Customer Relationships and Drive Revenue

Customer Briefing Centres can take many guises: from ‘Experience Centres’ to immersive reception areas. They have proven benefits to help elevate your customers’ experience with your brand, strengthen business relationships, and strongly influence your client’s decision to purchase. The ability...

Virgin Trains on Track for Customer Communications with new Chat Service

Virgin Trains has partnered with Vodafone and OpenMarket to become the first company in the world to roll out the latest RCS-based ‘Chat’ service as a customer communications channel on a commercial basis. Hailed as ‘Text Messaging 2.0’, ‘Chat’ transforms...