Category: Customer Experience

Pokémon Go – The Augmented Customer Experience

If you are not playing it as we speak, you must have at least heard about one of the most interesting digital phenomena of our time – the augmented reality game, Pokémon Go. Pokémon Go, apparently one of the most popular...

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The UK’s Most Dependable Car Brands of 2016 – Škoda Ranks Highest Again!

Volume automotive brands in the United Kingdom collectively have fewer problems than premium brands, according to the J.D. Power 2016 UK Vehicle Dependability StudySM (VDS), released today. The study, now in its second year, measures problems experienced during the past 12...

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Video: Seasonal Marketing – The Customer’s Perspective

Seasonal activities dominate our marketing calendars and rightly so. Valentine’s Day alone is estimated to have tempted us Brits to spend £980m in 2016* – making it obvious why retailers are so keen to use key dates as the hooks...

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Apple Leak Reveals iPhone 7 Late Changes

Republished from Forbes According to multiple accounts the iPhone 7 is done and dusted (for better or worse) and mass production is already underway for a big September launch. But new leaks suggest some last minute upgrades – both internally and...

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Brexit: Despite the Warnings of Experts, Britain Voted to Leave the European Union

Republished from BBC.com Prime Minister David Cameron is to step down by October after the UK voted to leave the European Union. Mr Cameron made the announcement in a statement outside Downing Street after the final result was announced. He said...

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Empathy – the Inevitable Part of your Customer Experience Summer Kit

Brands spend a lot of thought, time and money creating a proposition and values, communicating that – and then delivering on the promise. It is no secret that emotional engagement is key to delivery and subsequent loyalty, but it is...

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Explained in Video: How Would Brexit Affect You?

The UK referendum is only one day away, and the polls show there is an almost equal number of people on the opposing sides. If you want to go to the basics of the EU, BBC prepared some useful info about...

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An image showing two hands holding a black heart. This is a way to achieving great customer experience

Seven steps to achieving great customer service

Customer service. What a positive and optimistic-sounding phrase – who could take exception to that? But the reality is far less pleasing. Commonly associated with frustration, seemingly never-ending phone calls, sad and monotonous on-hold theme tunes and endless episodes of...

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Mercedes-Benz Ranks Highest among Premium Brands; Toyota among Volume Brands

The automobile dealership service department is the No. 1 determinant of customer satisfaction and dealership loyalty, according to the J.D. Power 2016 UK Customer Service Index (CSI) StudySM released a week ago. Among highly satisfied customers (overall satisfaction scores of 900...

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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...

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