Archives

The Need for Speed

If you want to differentiate your company in the marketplace, then you need to show how you can dramatically deliver service and products faster than your competitors.  Amazon does it.  Apple does it.  Why don’t you? Recently, one of my employees...

The Four Pillars of Employee Experience Success

In our personal lives we’re used to giving and receiving instant feedback. Whether a like on an Instagram photo, retweet of a Twitter post, or a reaction on a Facebook status, we have grown accustomed to receiving real-time feedback. Yet...

Rewarding CX Best Practice

If there is one message that came across loud and clear from the 2017 Customer Experience Awards, it’s this: act on customer feedback if you want to drive culture change and impact the bottom line. Yes, we always want to...

Why Technology Won’t Stop Disrupting Commerce

Imagine walking down the high street of an average city in the UK today, compared to 25 years ago. What’s changed? Well, for starters, some of the best-loved super brands like Woolworths, Blockbuster, and Comet are no longer part of...

Getting Personal: Know More Than a Customer’s Name

Despite access to more data than ever before, brands still don’t fully understand what motivates customers. Customer Experience (CX) is now an established framework that, if managed correctly, can drive fierce loyalty and establish an unbeatable competitive advantage when it...

Connecting Staff for the Black Friday Onslaught

While retailers welcome the uplift in revenue that comes with Black Friday, for staff – especially in-store staff – the experience is often far less welcome. Prioritising activity can be tough for store associates during a normal sales day, but...

Free Thinking

The power is in the hands of the consumer. Busy lifestyles, combined with today’s always-on, digitally connected world, have resulted in a market where convenience is king. This is nowhere more apparent than in the ever-evolving ecommerce arena. The ease of...

Branson On Board Hyperloop One

The Virgin Group founder, sir Richard Branson, announced recently that he will be investing in Musk’s Hyperloop One company. The announcement also indicated that the company will re-brand in the near future into Virgin Hyperloop One. With the two companies joining...

Bitcoin Hits Record High: Investors Are Thrilled

This morning Bitcoin reached its all-time high of $5,167.90. This is the highest Bitcoin has ever gone and the investors are going crazy over it. The last time Bitcoin reached its high was on 2 September when its price was $5,013.91. This...

Maximise Engagement through Employee Experience

The global workforce is getting restless. In fact, it seems to be distinctly dissatisfied. Gallup’s 2017 State of the American Workplace report revealed that 51 percent of US employees are disengaged, and this is by no means news. Engagement levels have...