Category: Customer Experience

The 10 Most-liked Advertising CEOs

As much as advertising can be a creative pursuit, it’s a relationship business too. And advertising bosses aren’t just required to keep their clients sweet — just like any CEO, they should also maintain a happy staff too. We asked Glassdoor, the careers...

Top 4 Mistakes Sales People Make by Not Understanding Their Prospects

Every sales professional knows that information is power, and that it’s critical to take a data-driven, strategic approach to approaching prospects and closing deals. Or do they? I’m still seeing sales teams make four key mistakes that are undermining efforts...

Where Will Tesco’s Be In 5 Years Time?

Great news for Tesco. They are reporting its best sales growth at the end of last quarter for more than 5 years. With Christmas sales above expectation their company is excited to be projecting at least £1.2 billion profit for...

Interview: The Importance of CX in the Era of Huge Competition

Following the explosion of online only retailers, drop shippers and independent sellers using platforms such as Amazon and Big Cartel, customer loyalty is a premium asset that is arguably at its highest ever stock. Indeed, with so much competition online, bad...

Top Customer Experience Influencers For 2017

As part of CCW Digital initiative to foster a robust community for customer experience professionals, they introduced us to some prominent thought leaders.  These incredibly insightful individuals are constantly uncovering solutions to customer experience challenges.  They, more importantly, are constantly sharing what...

Introducing New Customer Experience Thinking for 2017

Customer experience is proportional to revenue, at least that’s what “best practice” thinking has taught us. There is new thinking emerging based around distinguishing customer outcomes from customer experience. It adds a new dimension which helps companies differentiate from their...

A Guide to Dating Your Customers

Despite the rose-tinted pictures painted by romantic comedies, relationships can be a minefield. With plenty of faux-pas pitfalls standing between you and the love of your life, it is no wonder that so many relationships end in disaster. The same...

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...

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...

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...