Category: Customer Experience

Surveys: Time for a Major Upgrade

Let’s face it. Surveys suck. They suck to take and they really suck to design. Even a well-designed survey tends to make assumptions (in the form of leading questions) and is limited. Authoring a comprehensive, concise, neutral, and unbiased list of survey...

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Passengers Demand Real-Time Updates on Flight Delays

As freezing fog causes further flight delays in the UK over the past few days, failure to keep customers updated when journeys are facing disruption is one of the biggest complaints against airlines after lost baggage, according to a report from...

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A woman in a jewellery store tries to deliver a luxury customer service experience to the buyers.

Luxury customer service experience: Tips updated for 2021

We all know luxury businesses sell exclusive products, but what about their customer experience (CX)? Is it vastly different from the service other retailers and brands provide, or is it just the products that keep it afloat? We love to...

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The 7 Deadly Sins of Customer Feedback

Fact of life: customer feedback is essential for a business to know if it’s on the right path. But why must surveys be so torturous? ‘Survey fatigue’ is on the rise, so what does it matter if your research dept....

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4 Principles That Will Help You Become More Innovative

Innovators are different. They think differently, they’re more creative, they can appear crazy, but they also solve problems that other people struggle with. They find the ideas nobody else sees, and their thinking stands out as unique. All of which puts...

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2017: Are Predictions a Waste of Time?

There’s something inherently sentimental about the new year. As the clock strikes twelve on New Year’s Eve, we gift ourselves a blank slate with a side of newfound optimism, and naturally we like to make predictions about what the future...

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2017 CX Trends Report: Brands Underestimate Emotional Impact of Breaking Promises

A new study from InMoment reveals that brands lack important understanding of the emotions that drive customer loyalty and significantly undervalue the negative impact of failing to deliver on customer expectations. Conducted by customer experience optimization leader InMoment, the annual CX...

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Christmas Sales Blitzed by Black Friday Bargains

Online retail could now have its own ‘War on Christmas’, as consumers ditch Christmas sales for its bigger and more fashionable Black Friday cousin. Data from ecommerce consultancy Salmon’s Peak Trading Operations Centre shows the Black Friday period (22nd –...

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2017 Priorities for Customer Experience Feedback

Most companies now have a Voice of the Customer (VoC) programme in place. Often these are underpinned by technology platforms collecting customer data via feedback forms deployed following customer interactions with the business. These are served on the end of...

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How to Deliver Exceptional Customer Experience with Mystery Shopping

Customer experience expert Cheryl Flink from Market Force Information showcases the power of linking mystery shopping to the bottom line. It’s fair to say businesses across all sectors have well and truly woken up to the vital importance of delivering exceptional...

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