Category: Customer Experience

Frontline Staff: The Font of Customer Experience Knowledge

Over the years we have seen that the fastest, most efficient way of diagnosing Customer Experience issues is talking to your customer-facing teams. Here is a quick primer on what to ask them. Having started my career in customer support myself,...

Building Customer Trust

In today’s incredibly competitive marketplace, it is more difficult than ever before for companies to retain customers. Therefore, it is crucial they do what they can to maintain and engage effectively with existing and potential customers. One way of staying...

Rise of the Customer Briefing Centre: How to Strengthen Customer Relationships and Drive Revenue

Customer Briefing Centres can take many guises: from ‘Experience Centres’ to immersive reception areas. They have proven benefits to help elevate your customers’ experience with your brand, strengthen business relationships, and strongly influence your client’s decision to purchase. The ability...

Virgin Trains on Track for Customer Communications with new Chat Service

Virgin Trains has partnered with Vodafone and OpenMarket to become the first company in the world to roll out the latest RCS-based ‘Chat’ service as a customer communications channel on a commercial basis. Hailed as ‘Text Messaging 2.0’, ‘Chat’ transforms...

Peak Physique: Surviving Busy Retail Periods

The summer might have just ended and Christmas may seem a million miles away, but as is customary in the retail world, brands far and wide will be setting up their plans to survive the busiest time of the retail calendar. However,...

Reboot Your CX Transformation Plan: Five Steps for Success

With the Institute of Customer Service recently warning that the “survival of the fittest will be driven by how well customers are served” and 33 percent of Americans say they’ll consider switching companies after just a single instance of poor...

Business Stream’s Jo Mayes: Tapping Into What Customers Want

It’s been a busy-but-successful few years for utilities firm Business Stream, thanks to a renewed focus on customers and how they interact with the organisation. Skippering Business Stream – known as ‘the Water Experts’ – as it charts a course through...

Four Methods of Successful Marketing in Challenging Times

The rise of digital has allowed brands to expand beyond the capabilities of traditional marketing and reach consumers in virtually any place, at any time. Yet while the new era opens up a world of possibilities, the ever-increasing complexity of...

Take a Chance on Poor Customer Experience? Mamma Mia, No!

In the midst of the ‘Experience Economy’, where Customer Experience is the key driver of lasting customer relationships and loyalty, many organisations still leave things to chance. Instead, a clear customer strategy is essential to design and deliver coherent, meaningful...

How Digital Transformation is Helping B2B Brands Enhance Customer Experience

As consumers we are used to fast, easy, and convenient digital experiences from the likes of Amazon, Netflix, and Uber. Unfortunately, similar experiences in our B2B lives are few and far between. While many B2B companies now have customer-centric strategies in...