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August 01, 2013
Connect at the awards
Have you booked your table yet for the UK Customer Experience Awards 2013? Space is limited and places are booking up fast for the prestigious event, which takes place in London on October 17. Finalists were announced at the end of...
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UK travel sector research
The internet has transformed the travel sector, as holidaymakers can now book the separate components of their break online, rather than having to go through high street travel agencies. But in such a competitive market, customer service and fast responses...
Four ways to use five senses
A customer experience that’s a feast for the eyes – and the nose. Hollister’s unique sensory experience got Gaetan Germain thinking; how can companies utilise the five senses to differentiate their customer experience from their competitors? A visit to a Hollister clothing...
July 31, 2013
Innovation: It's all about permeation!
Before you start to read this article, take a break and make yourself a cup of tea. No, not by pushing buttons on a machine; make a proper cuppa and watch as the flavour and colour slowly seep out...
Being an assertive Leader: managing conflict
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Engaging for growth 2013 taking place in October!
July 02, 2013
Becoming an Assertive Leader – Managing Conflict
Managing and dealing with conflict in both the workplace and in our personal life is a key component to building and maintaining healthy relationships. We have all lost our power or position through the wrath or negative behaviour of...
July 01, 2013
The Power of Content Marketing and the Opportunities for the Customer Experience
Content marketing, the marketing technique of systematically creating, distributing and recycling relevant content to attract, engage, acquire and keep customers. 2012 felt like the year that content marketing as a...
Rewarding loyalty
Why do we advertise? Is it because we are so proud of a new product that we have to boast about it to the world, is it because we want to entice a customer away from a rival or...
Customer Focused Strategies. Are they worth it?
Strategic thinking is ‘the art of outdoing an adversary, knowing that the adversary is trying to do the same to you’ (Thinking Strategically – the competitive edge in business, politics and everyday life: Avinash K Dixit & Barry J Nalebuff)....
