Category: Customer Experience

Customer Expectations on a Global Scale

In today’s connected world, managing a customer’s expectation and consistently creating positive experiences has proven to be a challenge for many organisations.  Part of the challenges in Customer Experience can be attributed to a variance in preferences across different industries and...

Don’t lose Valuable Insight in the Black Friday Black Hole

With upwards of one hundred times the traffic of a standard day, Black Friday should have provided online retailers with an amazing depth of insight over the past few years – but the reality has been very different.   Not only...

Experience Europe ’17: Highlights of CX Summit

Earlier this month, Customer Experience management firm Medallia held their Experience Europe ’17 event in London, at which hundreds of guests discussed the current state of the CX industry and the challenges it faces. Hosted at the historic Tobacco Dock in...

Great Customer Service Makes Sound Business Sense

Despite plenty of evidence that shows people are feeling economic pressure, the annual ‘Customers in Britain’ survey also underlines the strong priority we consistently put on customer service, and a willingness to pay well to get the best. Of course, providing...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s handiest stores for home improvement, and a Greek restaurant that would have you smashing your plates…for all the...

Hey Big Spender!: Men Top Surprise Shopping Poll

Retailers are tapping into increased male spending power and demand by expanding men’s sections both online and on the high street, recognising the greater variety and prominence of male fashion over recent years. New research released by Barclaycard, which processes nearly...

Forget Urgency, Here are the Emotions Customers React to for Black Friday

Marketing tech firm Persado used its artificial intelligence platform to analyse email campaigns run by 50 UK retailers and travel companies across the 2016 Black Friday/Cyber Monday promotion period, with a total of 171 subject lines gauging the reactions from 65 million email contacts. Interestingly,...

Angry Customers Can Be Good for Business? Here’s How…

Frustrated customers are the worst nightmare for any salesperson. When people are dissatisfied and angry, their choice of vocabulary can often be very offensive. Trying to help a person who’s throwing bad words your way and provide them with guidance...

Intuition vs Insight: Extracting Value from Black Friday Returns 

The total online retail spend for Black Friday in 2016 totalled a huge £1.23 billion, 12.2 percent up on the previous year. But how many of these rushed, one-day-only purchases are actually kept by the customer and how many are...

Consumers Feel Undervalued by Brands

Despite 90 percent of marketers claiming they are “customer centric” in their approach, only 17 percent feel valued by brands. That’s according to a new report from experience management leaders Qualtrics, which highlights how marketers can create a competitive advantage...