Category: Customer Experience

How a Focus on Customer Experience Achieves Long-Term Growth

There are only three ways to make money: sell more products, increase your prices, or cut costs.  The easiest action may seem to be to increase prices, but if you don’t deliver additional value for the higher prices then it won’t...

EE Offers Customers Prime Entertainment Deal

UK Customer Experience Awards winner EE has announced a new bonus for customers who love movies and TV. The mobile provider, which won Best Contact Centre Large at the UK CX Awards in London’s Wembley Stadium last October, has announced that millions of...

Hacked off: British Customers Failing to Return Following Data Breaches

Forty-one percent of British customers will never return to a brand after it’s been suffered a hack, according to new research. The findings have been published in the Ponemon Institute’s 2017 Cost of Data Breach Study, which shows that UK consumers are...

A Strategic Approach to Better Customer Experience

To create the best possible Customer Experience, organisations must think strategically about implementing the tools that will support their omnichannel strategy. As adoption of live chat increases, simply implementing the technology won’t be enough to set a business apart in...

Customer Insights: Ripe for a Boost

You think you own your business, but you don’t…customers do. Their perception determines what you can do, the competitors you can outperform, the trust you can command, and the new business opportunities you can capture. So, to maximise the value...

Ask Ian: Are Customer Loyalty Schemes Worthwhile?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine offering expert insight to help businesses improve their CX offering.  To ask Ian a question on how to boost the...

CX is in the Air: Communicating Quality Through Branding

I am always inspired by corporate brand image when assessing the Customer Experience maturity of a company, since these values and the brand positioning form the blueprint for future consistency. Delivering a consistent, attractive service requires that a corporation explains...

Judging at the UK Complaint Handling Awards: What I Learned

Basia Szumska-Hare judged at the 2019 UK Complaint Handling Awards in London earlier this month. So, it’s Friday March 8th in London, the sky is blue, the children didn’t complain about getting ready for school, and I didn’t hear any complaints of...

Consumer Behaviour is Changing: Are you Keeping Up?

Over the last few years, we have seen a shift to more conscious consumerism that values experiences over things. This can be attributed back to several trends, such as the rise of mindfulness, the minimalist trend in homeware, as well...

Millennial Satisfaction: A Priority for Brands

We now exist in a world where technological innovation is empowering customers to expect more from the brands they deal with, to switch when they’re not happy or satisfied, and share their negative experiences online. Results from a recent study show...