Category: Customer Experience

How Shop Interiors Affect Customers Purchasing Decisions

We all enjoy shopping on occasion; even those who despise being dragged around clothes shops will find themselves enjoying a tech shopping spree or grocery shopping. There’s a type of shopping out there for everyone and, although it would seem...

The Customer Experience Hokey Cokey! Why Do Companies Find It So Hard to Commit to CX?

As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance,...

Measuring Service Expectations

On 9th November, Ipsos Mori organized an interesting event looking at the relationship between customer experience and brand image. One of the results of that event is publication Great Expectations, which explores the causes, effects and changing nature of customer...

Top 20 UK Brands Recognised by UK Consumers

CQ report highlights the financial benefits of customer centricity. In 2016, UK companies will spend close to £10bn on customer insight, social media listening, online surveys and feedback forms – all in pursuit of unlocking growth. But while its right that...

5 Ways to Turn Up the Heat on Cold Calls ─ For Red Hot Returns

Cold calls are likely to send a shiver down the spine of even the most experienced sales professional. It’s a completely justified response. Good sales approaches rely on deep research into prospective customers and the crafting of solutions that bring...

Loyalty Cards Aren’t Magic, but Experiential Rewards Can Be

The term loyalty card is a misnomer. It implies that the person in possession of the card is loyal. But the truth is the card doesn’t create loyalty. In fact, your customers take that loyalty card and put it in...

Seven Signs of an Industry Leading Customer Service Centre

It’s practically unthinkable that only a few years ago, customer service was viewed by the majority as little more than back-office business administration. Thankfully, times have changed. The internet, social media and sharing platforms like TripAdvisor mean customer experiences, whether...

5 Amazing Customer Service Lessons from Father Christmas

Christmas is fast approaching, and it’s one of the busiest times for different sectors all across the world. Even when you’re rushed off your feet, you can’t afford for your customer service to take a back seat. As a business,...

Loyalty: The Great Leap Forward?

Despite the promise of ‘big data’ and the revolutionary impact of the internet on retail, the business of communicating with your customers at the point of sale and rewarding them for their loyalty is all too often still stuck in...

How Contact Centres Should Be Preparing for the EU General Data Protection Regulation

The EU General Data Protection Regulation (GDPR) is the most significant development in data protection that Europe has seen over the past twenty years, and it’s now just two years away. The impending change in legislation will have a significant...