Category: Customer Experience

Decline in Traditional Complaint Channels

It seems clear that the great British public will now very rarely be bothered to write or call companies when something is wrong. Instead we are likely to simply moan or let rip on social media before stopping to use...

Seven Ways to Prepare Your Business for Black Friday

This year, Black Friday falls on November 24 and will host discounts across many lines including electricals, fashion, and experiences. BBC reported that online sales had risen by 12 percent last year during the event but it isn’t just the Friday that...

Uphill Battle for UK’s Online-Only Services

The annual ‘Connected Life’ survey from global researchers Kantar TNS explored this year how consumers are accepting online customer service. The research – from 70,000 correspondents from 56 countries, including over 3,000 from the UK -indicated that online customer service...

Get Personal: Creating Connections with Customers

A business would be nowhere without its customers, and that’s why keeping them onside should always be your priority. One of the best ways of doing this is building a connection on a personal level with your customer base –...

Customer Expectations on a Global Scale

In today’s connected world, managing a customer’s expectation and consistently creating positive experiences has proven to be a challenge for many organisations.  Part of the challenges in Customer Experience can be attributed to a variance in preferences across different industries and...

Don’t lose Valuable Insight in the Black Friday Black Hole

With upwards of one hundred times the traffic of a standard day, Black Friday should have provided online retailers with an amazing depth of insight over the past few years – but the reality has been very different.   Not only...

Experience Europe ’17: Highlights of CX Summit

Earlier this month, Customer Experience management firm Medallia held their Experience Europe ’17 event in London, at which hundreds of guests discussed the current state of the CX industry and the challenges it faces. Hosted at the historic Tobacco Dock in...

Great Customer Service Makes Sound Business Sense

Despite plenty of evidence that shows people are feeling economic pressure, the annual ‘Customers in Britain’ survey also underlines the strong priority we consistently put on customer service, and a willingness to pay well to get the best. Of course, providing...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s handiest stores for home improvement, and a Greek restaurant that would have you smashing your plates…for all the...

Hey Big Spender!: Men Top Surprise Shopping Poll

Retailers are tapping into increased male spending power and demand by expanding men’s sections both online and on the high street, recognising the greater variety and prominence of male fashion over recent years. New research released by Barclaycard, which processes nearly...