Category: Customer Experience

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...

Amazon’s Jeff Bezos Just Offered a Master Class in Attracting Millennials

Absurdly Driven looks at the world of business with a skeptical eye and a firmly rooted tongue in cheek. Millennials are people, too. Some find this hard to remember, as the slightly younger, occasionally more bearded crowd are smeared with a group name that...

Sodexo Looks to Expand Services

Immediate focus on moving clients from paper vouchers to digital cards Meal voucher space leader Sodexo plans to expand its offerings in the employee benefits arena and also unveil claims management solutions. The French firm, which offers a wide range of...

Staying on Message

In the words of Clean Bandit, “I’ve been hearing symphonies, before all I heard was silence”. A symphony is a long, elaborate musical composition performed by an orchestra and, here, Roxanne Abercrombie of business automation specialist, Parker Software, explains how...

Welcome to the Age of Empathy

In today’s digitally connected society, it’s more important than ever to understand and properly demonstrate empathy.  According to Belinda Parmar, CEO of The Empathy Business, empathy is just as important in business communications as it is in personal communications. Empathy...

Take Your Customer for Granted at Your Peril!

Disintermediation is a term which has gathered considerable momentum in the last couple of years. Far from merely serving as an annoying piece of business jargon used by financial journalists and FTSE fat cats, this mouthful of a word has...

Influencer Marketing and How It Works

What is influencer marketing and how does it work? For those who haven’t heard the term ‘influencer marketing’ (where have you been?) or aren’t quite clear on what it means, here’s TapInfluence’s definition: “Influencer marketing is a type of marketing that focuses on using key leaders...

Deliver ‘Branded Customer Experience’ with These Ten Tips

Top CX tips for delivering a ‘Branded Customer Experience’. Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation...