Category: Customer Experience

Ask Ian: Discount Sales – Classy or Kitsch?

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

Harnessing Psycholinguistics in Customer Communication

When the first World Expo opened its doors at London’s Crystal Palace in 1851, who would have thought that Dubai would be hosting the 2020 event? Back in the mid-19th century, Dubai was an embryonic independent settlement centred around its creek...

The Cost of Passing the Buck: Who is Responsible for Improving Customer Service?

Each day, UK households spend millions of pounds on consumer goods with the expectation that if something goes wrong with the items they buy, or the service they’ve received is not up to scratch, the issue can be easily and...

Retailers Failing to Identify Most Loyal Customers

Retailers do not know who their most loyal customers are and cannot therefore know if their loyalty strategies are inspiring prolonged customer advocacy, it has been revealed in a new study. Research by Forrester Consulting on behalf of Collinson, has found...

Is ‘Customer Success’ the new Customer Experience?

There’s a lot of buzz in the B2B world about the concept Customer Success these days. I work for a company – Gainsight – that has raised over $150M to deliver a software platform originally designed specifically for CSMs (Customer...

Service Providers Accelerate Innovation to Retain Customer Loyalty

Service providers are undoubtedly at the very heart of our increasingly hyperconnected world. In the last 20 years alone, we’ve seen an unprecedented number of innovations that have forever changed not only the way we communicate with each other, but...

DTC Brands Mistaken Over Customer Friction Points

Forty percent of direct-to-consumer (DTC) brands think it’s okay to have three or more ‘friction points’ in a customer buying journey – and they could be set to fail as a result. A new report from ERP platform Brightpearl looked closely at the...

OAPs ‘Marginalised’ in Utilities Communication ‘Blackout’

Almost a fifth of pensioners are facing a communications blackout from utility companies, worrying new research has shown. Eighteen percent of elderly respondents reported no communication from utilities firms through any channels, advertising agency d.fferent found. Bright Sparks:  How Smarter Comms Can Boost...

CX ‘More Important Than Profit’, Study Shows

Customer Experience is more important to businesses than profit and revenue growth, new data has revealed. Research by Engage Hub shows over two-thirds of C-level executives interviewed see Customer Experience as a top business priority. The flagship report, The Customer-Centric Organisation,...

Experience Gifts Emerging as Xmas Favourites

Brits are set to spend £1.6bn on experience gifts this Christmas in an effort to cater for a ‘got it all’ generation, new research has found. The data from Barclaycard shows that nearly one-in-five (19 percent) UK shoppers plan to choose an experience-based...