Category: Customer Experience

Experts Reveal What Customers REALLY Want

You might think that your product or service is great, but the truth is, it doesn’t matter if it isn’t what your customer wants. But how can you go beyond your own gut instinct to be sure you’re really meeting...

Trust ‘Vital’ in Building Long-Term Relationships With Customers

Failing to build trust undermines customer loyalty and damages revenues, with over three quarters of consumers saying they’ll leave a supplier that they don’t trust.  At the same time, focusing on getting customer service basics right and listening to consumers will...

Lush UK Washes Hands of Social Media Channels

The axing of UK social media accounts by cosmetics giant Lush could lead to more retailers turning their backs on the channels and embracing live chat, it is predicted. The high street favourite, which has over half-a-million followers on Instagram, over...

Re-Discovering the ‘Forgotten Tribe’ of Customer Service Experts

Retail is buoyant, exciting, and transformative, so what better sector to be in right now? This was the counterintuitive conclusion of a recent white paper produced by Retail Week in partnership with Manhattan Associates. Based on in-depth interviews with 25...

Capita Partnership to Make Insurance Experience ‘Frictionless’

UK Complaint Handling Awards winner Capita has joined forces with innovators Artificial Labs to deliver disruptive insurance tech that digitises the end-to-end insurance lifecycle, reducing manual processes and making insurance frictionless. Artificial provides digital solutions to clients across the insurance sector,...

Judging Your Firm’s Customer Experience Through Retail Audits

Do you want to grow your business? Well, if your answer is yes, then you need to understand a simple rule: most products are just commodities for users. If the product addresses the issue of the customers, then two different...

Feefo and Thomas Cook Team-up for Fans’ Sports Experience Reviews

UK Complaint Handling Award winner Thomas Cook has extended its partnership with customer review tech experts Feefo to cover the UK travel giant’s sporting experience brand, Thomas Cook Sport. Building on a three-year relationship with Feefo – which in 2015 won...

Artificial Intelligence: Death of a Salesman?

Tariq Jarrar is an experienced sales professional with over three decades of experience under his belt. He heads the Axession Advancement Academy by Devmark, and recently judged at the Gulf Real Estate Awards.In a new article for CXM World, Tariq...

Creating Loyal Customers: From Attention to Retention

The focus of many marketers and CEOs is to ensure they are getting the attention of their target customers. Most of them are spending most of their time and effort on this activity, without thinking about the other related activities. Once...

Sign up Now for April’s CX Professional Masterclass With Ian Golding

The Customer Experience Professional Masterclass is taking place this month, and now is your chance to sign up for the two-day event led by author and international CX consultant Ian Golding. Ian, founder of the Customer Experience Consultancy, and author of...