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Peak Physique: Surviving Busy Retail Periods

The summer might have just ended and Christmas may seem a million miles away, but as is customary in the retail world, brands far and wide will be setting up their plans to survive the busiest time of the retail calendar. However,...

Reboot Your CX Transformation Plan: Five Steps for Success

With the Institute of Customer Service recently warning that the “survival of the fittest will be driven by how well customers are served” and 33 percent of Americans say they’ll consider switching companies after just a single instance of poor...

Business Stream’s Jo Mayes: Tapping Into What Customers Want

It’s been a busy-but-successful few years for utilities firm Business Stream, thanks to a renewed focus on customers and how they interact with the organisation. Skippering Business Stream – known as ‘the Water Experts’ – as it charts a course through...

Four Methods of Successful Marketing in Challenging Times

The rise of digital has allowed brands to expand beyond the capabilities of traditional marketing and reach consumers in virtually any place, at any time. Yet while the new era opens up a world of possibilities, the ever-increasing complexity of...

Mobile Technology and the Seamless Retail Experience

Emerging technologies have allowed consumers to connect their smartphones in almost any area of their life. Mobile apps that were once built for simple daily chores such as text messaging can now be connected to smart homes, wearable technology, and...

Take a Chance on Poor Customer Experience? Mamma Mia, No!

In the midst of the ‘Experience Economy’, where Customer Experience is the key driver of lasting customer relationships and loyalty, many organisations still leave things to chance. Instead, a clear customer strategy is essential to design and deliver coherent, meaningful...

How Digital Transformation is Helping B2B Brands Enhance Customer Experience

As consumers we are used to fast, easy, and convenient digital experiences from the likes of Amazon, Netflix, and Uber. Unfortunately, similar experiences in our B2B lives are few and far between. While many B2B companies now have customer-centric strategies in...

Complaint Handling Conference Brings Together UK’s Top Customer Service Leaders

Alongside two exclusive conferences focusing on sharing best practice in Customer and Employee Experience, comes a summit on one of the most crucial aspects of modern customer service – complaint handling. Taking place in London on December 12, Winning With Complaint...

The Eight Disciplines of a Customer Obsessed Culture

Many organisations recognise the need to change the way they do business, embrace customer-centricity, and develop a more compelling Customer Experience. So, what should the ideal organisation look like and what does this mean in terms of leadership priorities and...

Ask Ian: How do I Recover From a Customer’s Online Public Complaint?

Customer Experience specialist Ian Golding, author of new book 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.  To ask Ian a question on...