Archives

Taking Flight: Delivering Proactive Customer Service on Social Media

Adopting a proactive approach is key to meeting increasing consumer expectations when it comes to customer service. Debbie Nolan, Business Development Director, CRM and Public Sector, at arvato UK and Ireland, looks at the success of Schiphol airport’s social media...

The Feedback Economy – a £3.2bn Opportunity for the UK Hospitality & Leisure Industry

By improving how customer feedback is used, the UK hospitality & leisure industry could boost the UK economy by £3.2bn over the course of the next decade Managing customer feedback will become increasingly important. 59% of consumers say that online feedback...

Can You Call in Sick?

The aching truth: If a Brit was to fall ill or injured and out of work for a month, they would only receive 15% of their monthly wage.   First4lawyers surveyed 2000 working Brits on paid sick leave and health and safety...

CXM Interview with Jeb Dasteel from Oracle: Providing the Accelerated Buying Experience

As part of our CXM Interview Series, our Editor-in-Chief, Marija Pavlović, talked with Jeb Dasteel, Senior Vice President and Chief Customer Officer at Oracle about the importance of customer success and employee satisfaction for the effective customer experience strategy.   Q: Hello...

Prepare to Be Reviewed

Consumers are more in control of their relationships with brands than they’ve ever been. Not only can they dictate how, when and where they communicate with companies, they also have a considerable amount of influence over the public perceptions of...

What Leicester City Can Teach Us about Delivering Awesome Customer Experiences

At a time of rapid change in football, Claudio Ranieri’s recent Premier League triumph with Leicester City has captured the world’s imagination. Even my Tottenham supporting colleague is full of praise for how Ranieri defied expectations and delivered stunning success...

How to Avoid the Disastrous Customer Experience Side-Effects of Going Viral

Sometimes they say: “You’re so handsome Ryan, but that is a good problem to have & we’ll address it then!” OK, maybe I made up the former statement, but the latter is true. I’ve encountered this a few times in the...

Brits Top 20 Bucket List – Travel Above All

Do you have that burning desire to escape the workplace for a life of travel? With summer fast approaching 48% of the UK workforce are not planning their summer holiday, instead they are looking to swap their briefcase for a backpack...

Branding & Customer Experience Holiday Kickstart

Got your swimsuit? Check. Sunglasses? Check. Suntan lotion and poolside reading material? Yep! How about your branding & CX 101 primer? No? Well read on… Ok, well maybe I’m being a bit optimistic about the British weather, but one thing’s for...

The Challenges of Extending Working Lives

British Safety Council supports the new EU-OSHA Healthy Workplaces for All Ages campaign The European workforce is ageing fast. By 2030, employees aged over 55 are expected to make up 30% or more of the total workforce in many EU countries. In...