Archives

How to Drive Customer Loyalty in Peak Periods

The face of retail is changing. Retailers are under immense pressure to deliver differentiated products and services, at a time when customer loyalty is dwindling. Mobile technology has created the “promiscuous shopper”, and customers now have the freedom to compare prices...

Banks Face Choice: Personalise or Lose Customers

Today’s customers are expecting more than ever from their favourite brands. With a proliferation of tech-savvy companies tuned into the digital economy, customers can have on-demand access to food, transport, and endless personalised services at the touch of a button....

Incorporate Strength Based Leadership In Your 2018 Plan

January is a great time to reassess your aims and ambitions, both personally and professionally. Now I’m no fan of New Year’s resolutions, full of drudgery and endless to-do lists, (lose ‘x’ pounds, go to the gym, etc.). I’m talking...

Open Banking Reforms: A Golden CX Opportunity

Open Banking should be a “catalyst for greater Customer Experience” rather than a hindrance for the UK’s banks, it has been suggested as one of the biggest personal financial shake-ups in recent years gets underway. From January 13, customers are able...

Ready Player One: Using ‘Gamification’ to Improve Employee Experience

Lara Plaxton is a senior HR leader at FDM Group, the global IT services provider partnered with the UK Employee Experience Awards. In this article, she discusses how technology can be utilised to the benefit of employees… At FDM, we understand...

Digital Marketing Swaps to Transform Your Business in 2018

Almost half of global professionals don’t think that their marketing works the way they want it to. Considering this, online marketing and SEO specialists, Reboot sought to investigate how companies feel toward marketing in 2018 – establishing what is a priority,...

VR in Retail: Here to Stay

In-store experience still clearly matters: in fact, 85 percent of consumers have the same preference, according to RetailTouchPoints. The main reason why so many people still go to stores when everything is readily available online is that they like to touch...

From the Inside-Out: Driving Cultural Change in Business

Achieving cultural change is one of the toughest challenges a business can face, no matter how large or small they are. But change is essential if organisations are to keep pace with shifting customer demands and fluctuating economic landscapes. A perfect...

Defining Customer Success Metrics

As the Chief Customer Officer for a software-as-a-service (SaaS) company, much of my day is spent thinking about customer success and retention. Like any subscription-based business, renewals are our lifeblood and the success of our customers is paramount to our success...

Make Employee Experience Your New Year’s Resolution

Increasingly, businesses are realising they can enhance the perception of their company and boost sales and profits from the inside out. Employee Experience encompasses the entire employee journey and creates a strong and productive workforce through supporting, empowering, and rewarding...