Archives

The Three Truths of Company Reputation

Like it or not, we’re all service businesses and reputation is everything. There are three truths about a company’s reputation which mean you’re only as good as your last customer’s experience. Every business, no matter what, has customers who have needs...

New Tax Year Will See Record Numbers Filing Tax Returns

The new tax year, starting on 6 April, will see record numbers of self-employed workers, according to new data published by Co-operatives UK, a body that supports freelancers coming together for shared services. The body’s report, Not Alone, tracks current levels...

Diary of a CX Manager: A Fool’s Approach to VoC

It’s the start of a new financial year so many businesses will be using new budgets to kick off fresh programmes and initiatives. Here, we join a brand new CX Manager tasked with launching a Voice of the Customer programme…any...

Customer Complaints: A Silver Lining?

Simon Hunt, Director of Customer Experience, Firstsource Customer complaints are an unavoidable part of business. No customer is 100% happy 100% of the time and they are often not afraid to let product and service providers know when things go wrong.   Whilst complaints say a lot about a business, how they...

Only 1 out of 26 unhappy customers complain. The rest churn.

Make Your Resolution Stick – Why Your Top Improvement Goal for 2016 Should be Complaints Handling by Duane George from Aptean Was January your only month for seeking out improvement for the year ahead? Resolutions don’t just have to be for...

A Bar. Of Chocolate.

#ifCarlsberg Did a bar, it would be made of chocolate, apparently. The Danish brewer has launched a pop-up bar made completely out of chocolate as part of its “if Carlsberg did…” campaign. They unwrapped the foil to unveil a fully functioning, three-metre-deep...

Back-to-Back Industry Insights from Two Digital Customer Experience Leaders

DCX Europe Summit 2016 shared with CXMagazine some interesting insights from various customer experience leaders which inspired us to make a “back-to-back” article with their answers to some of the most relevant questions. This time, the participants are Rick Medeiros,...

DAVE: the Secret to Creating First-class Customer Experience

by James Myers, OgilvyOne Business I fully recognize that I won’t be winning any prizes for insight of the year with this, but marketers are now in the experience business. No longer can agencies survive being just the communications experts, nor...

Meet Sophia, the Humanlike Robot that just Can’t Wait to Start a Business

Robotics is finally reaching the mainstream and androids – humanlike robots – are everywhere at SXSW.  Experts believe humanlike robots are the key to smoothing communication between humans and computers, and realizing a dream of compassionate robots that help invent...

A Warm Introduction Is So Much Better Than a Cold Lead

DueDil releases DueDil Connect to change the way businesses identify opportunities via their team’s network DueDil Connect combines the power of individual networks with DueDil’s comprehensive company information DueDil Connect uncovers hidden opportunities that wouldn’t otherwise be found with conventional sales tools,...