Category: Customer Experience

Reconsidering the Customer Experience

Omnichannel has dominated both strategic thinking and technology investment for the past decade. But to what end? Not only have the majority of organisations failed to achieve omnichannel objectives, including the single customer view, but only a handful consider omnichannel...

Stop Being “Customer Focused”. Be “Customer Value Focused” Instead!

Almost everyone in business will be familiar with the powerful reasons for being concerned about reducing the customer churn rate – because it is far more expensive to gain a new customer than it is to keep an existing one....

Tesco Takes on Amazon with Same-day Delivery Across UK

Tesco is launching a same-day delivery service across the UK to compete with online retail giant Amazon. The UK’s biggest supermarket chain already allows customers in London and the South East to order groceries for same-day delivery. Now it says it will...

EXTENDED READ: ‘Anyone But British Airways’: Turbulent Times at The Nation’s Flag Carrier

Buffeted by computer meltdowns, strikes and — gasp! — the end of free G&Ts, can “the world’s favourite airline” soar again? James Anderson used to look forward to jetting off every July or August on British Airways. Like many of us,...

Deutsche Bank’s UK Office in The City Now Has Far Eastern Owners

A marquee commercial property in the City of London currently housing the UK headquarters of Deutsche Bank has been acquired by a Hong Kong-based private family office for £32.4m. Garden House, which sits near the Bank of England in the Square...

How to Recover from a Bad Customer Experience

Customer churn is a constant challenge for businesses. That’s an issue because it costs five times as much to acquire a new customer than retain one. Although attracting new customers is vital, it’s clear that businesses must not neglect their...

Why Better Customer Experiences Start with Cultural Change

Steve Sasson was an electrical engineer working at Kodak when, in 1975, he designed the first ever prototype digital camera which was bigger than a toaster. What happened next has entered corporate folklore as one of the great cautionary tales....

Keeping up the Customer Experience between Restaurant Visits

More and more restaurants are realising that true competitive advantage lies in creating an engaging customer experience. Not only in the restaurant, but between visits. One that is personal, timely, and insightful. By using advanced analytics to find out the...

Retail App Poq Gets £3.5m, Brings Total to £7m

Retail app Poq has received £2.5m in an equity funding round led by Beringea and with participation from Meyer Bergman. The firm also secured £1m in debt funding from Barclays. With this raise, Poq brings its total amount of money raised to date to £7m. The...

A Retail Startup That Allows People to Try on Clothes Digitally Just Got a £10 Million Boost

LONDON – Metail, which allows customers try on clothes in a virtual fitting room, secured £10 million ($12.88 million) in a Series B funding round, as fashion retail continues its move from the high street to the internet. The round was led...