Category: Customer Experience

Legal & General Started Off the Blackhorse Mills Scheme in Walthamstow Site

Property firm Legal & General has kicked off development at its Blackhorse Mills scheme in Walthamstow following an official ground breaking ceremony. The development, which is one of the largest purpose-built rental schemes in the UK, will provide around 440 new...

Britain Will Probably Build an Even Bigger Heathrow

Heathrow has been shown huge support from over 120 sites across the country in an attempt to build its future expansion. In April this year, the airport invited British communities to showcase how their area could help in this expansion by...

Top News from Our Clients

Our loyal entrants of the UK Customer Experience Awards, UK Digital Experience Awards and the UK Employee Experience Awards.     1. Sodexo’s Nutrition Director gives advice on taking the proactive approach to health and well-being.     2. Webhelp explores why are customers visiting your...

Customer Service with Passion and Principles

In 1979, long before customer service came into vogue, I designed the world’s first customer service training program. I felt that if organizations would make their customers feel special, wanted, and appreciated, they would have loyal customers.  The way to...

How to Avoid the Traps of Customer Experience Measurement

Victoria Bough, General Manager for Customer Experience Solutions at Periscope By McKinsey, explores the key steps and traps to avoid in transforming a middling approach to customer experience measurement into one that delivers impact and creates value. The impact of customer experience initiatives...

Travel Customers Want to Get Personal – Really Personal

When you think about the number one reason why customers book via AirBnB, you may be surprised to learn it isn’t to buy a low-cost product. In fact, it turns out their choice is based primarily on the desire to stay...

Bulk Buy: Why Zero-waste Supermarkets Are the New, Old Way to Shop

A bring-your-own containers store in east London is the latest shop to ditch packaging. But the principle of leaving nothing to waste dates back to an earlier time There is a decidedly retro feel to London’s latest attempt at a zero-waste...

Optimising Supplier Relationships to Improve Customer Experience

Customers are becoming ever more demanding, but expectations extend far beyond the right balance of price and quality. From the complexity of right product, right place, right time across multiple channels – including new international joint ventures and franchises –...

In a Thriving Business, Customers Are Not Optional!

Modern consumers have grown up in a world of technology and innovation. They intuitively know how to define as well as expect exceptional customer service.  In a thriving business, keeping customers is not optional, it’s a requirement for businesses to...

Turning the Tide of a Negative Customer Experience

No matter how hard businesses try, sometimes there is little that can be done to avoid a bad customer experience. Take the ‘bent iPhone’ saga of 2014 for example. Knowing Apple, they likely performed the necessary quality checks, but sometimes...