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Better Your B2B Customer Experience in Five Easy Steps

Whilst few B2B executives would disagree that it’s important to provide a great Customer Experience, many struggle to translate their best intentions into practical transformational actions.  Here are five practical steps B2B executives can take to improve their CX. 1) Design,...

Achieving B2B and B2C Experience Parity

It is high time B2B companies finally embraced what B2C companies have known for years. In 2009, when I was running usability research for  Skype’s business proposition, I noticed that business customers were starting to ask questions like: “If the websites...

The Human League: Perry Timms’ HR Model Set to Revolutinise Business

Most would agree that running a successful business requires investing in, and taking care of, employees, and doing that is next to impossible without Human Resources. The composite professionals of a good HR team are the bridge between staff and management,...

Marketers: Size Doesn’t Matter!

Marketers must abandon the false belief that less is always more when it comes to email subject lines, according to a study by Persado. In a study of more than 30,000 subject lines from Persado’s content database, there was no perceptible...

Survey Reveals Barriers to Better Customer Service in UK Public Sector

Budget, reduced staff numbers, and barriers to innovation are the biggest challenges to improving customer service in the public sector according to new research. YPO, the UK’s largest public sector buying organisation and one of only a handful of public bodies...

Major Airline Aquires SandSIV to Handle Customer Data

CX platform provider SandSIV, has added “one of the world’s largest airlines” to its customer base. The as-yet unnamed carrier joins other business-to-consumer brands in using SandSIV technology as a global hub for Voice of Customer (VoC) intelligence. Airlines have access to...

Winner Focus: Octopus Energy

With an ethos that “buying energy should be as simple as buying cornflakes”, Octopus Energy have won over many eco-aware consumers in recent years, and their success has now been rewarded with a UK Customer Experience Award. The firm, which cultivates...

Converting Customers to Fans

In an age of seemingly endless choice for consumers, the days of being forced to be a ‘loyal’ customer of a certain brand are well and truly over. Where once only a few big names dominated a particular market sector, we...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s top seats of learning, and an organisation that is losing trust with the public. To nominate who YOU...

Click & Collect Pushes Additional In-store Sales

Almost a quarter of European Click & Collect shoppers bought additional items while picking up their item, and there is a significant increase in in-store mobile device usage. The third annual JDA/Centiro Customer Pulse Report Europe 2017, conducted by YouGov, revealed that...