Category: Customer Experience

Inventory Management: A Cornerstone of Customer Experience

More than ever retailers must be high alert during for unexpected trading shifts. During these uncertain times, inventory is crucial not just to manage spikes in demand but also to provide a positive customer experience – here, stock visibility, analytics...

Is Your Email Costing you Customers?

As a customer, getting service in the digital age can be very trying.  Hoping that your email messages don’t end up in spam filters or disregarded, getting lost in automated telephone trees, having conversations with chat-bots, among others, leaves most...

Why Digital Feedback is Essential for Maintaining Consumer Trust

According to Kantar, the world’s leading data, insights and consulting firm, ensuring that the customer is put first by focussing on customer experience (CX) is one of many crucial factors that can determine what makes or breaks a brand. Perhaps...

Five Steps to Immersive CX Success

Customers have increasingly high expectations regarding customer experience (CX) because the corporate giants whose products and services they use daily set the bar incredibly high. Whether a business is consumer-facing or B2B, customers expect seamless convenience and personalised attention that immerses...

How Remote Work Impacts the Brand’s Consumer Sentiment

Recent events forced many companies to convert to a work from home routine. Some companies were quick to adapt to this abrupt change, while others still suffer from the impact in their day to day. It seemed that after the initial...

Experience Isn’t Enough – You’ll Need a Map Where You’re Going!

Author: Rebecca Brown There are lots of different styles when it comes to leadership. Lots of approaches, lots of management books and leadership guides. Volume upon volume of materials that you can digest online, on your kindle or even these days, in...

A Crash Course in Survival: What We Learned from Lockdown

The global pandemic has forced businesses to quickly implement new working practices and customer communication approaches. Although we’re all hoping to go back to normal as soon as possible, the old normal may not apply any more: Covid-19 is unlikely...

A Housing Firm Goes Above and Beyond for Customers During Lockdown

In light of the current situation we knew many of our customers would be extremely worried and it was decided that a simple phone call might be able to alleviate some of their concerns. Many colleagues within PA Housing volunteered...

Video Customer Support: A New Standard On The Horizon?

Video conferencing has been established as a new communication norm since the majority of the UK population began working from home. Whether it’s conducting work meetings or catching up with friends and family in the evenings and at weekends, major...

Brush up Then Join in: Self-presentation On Video Conferencing Might Affect Your Career

According to a new nationwide study commissioned by Eskenzi PR and carried out by Onepoll, 40 percent of respondents say they have judged their co-workers based on what their house looks like during video conferencing. Thankfully, 28 percent of those admitting...