Category: Customer Experience

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience.  In the Don’s sights this week is a heroic cabbie, and a sceptical train ticket inspector. To nominate who YOU want to see as future Heroes & Villains, get...

Live-Streaming, VR, and Mobiles: Customer Experience Predictions for 2018

In 2018, the wish to learn what the future holds is on the rise, so we asked five experienced businesspeople to give us their own Customer Experience predictions for the next year. 1. Paul Jarrett, MD & Founder of Sonin: Businesses who...

Writing a ‘Knock Your Socks Off’ Service Culture Plan

One of the major weaknesses of most organisations is the top management’s lack of a service strategy. They fail to realise the strategic opportunity of how to use superior service as a vehicle to build market share and dominance. Sam Walton, the...

Attracting Generation Alpha

Predicting the next big franchise has never been more difficult – especially when it comes to the youngest generation. Generation Alpha is the name given to children of millennials, and refers to those born from 2010 onwards. These youngsters – many...

7 Emails Your E-commerce Store Must Send Out on an Automated Basis

Email marketing has a long history and although we are witnessing the rise of new technology and marketing techniques, it’s not going anywhere. From the moment Ray Tomlinson sent the very first electronic email in 1971, this form of communication has...

Peer Motivated Shoppers: The Key to Building Loyalty

Today’s consumers are increasingly complex; motivated by a number of different and often competing drivers. They move seamlessly between instore and online, and their purchasing decisions can often be unpredictable, making it difficult for retailers to fully understand the journey they...

CX in 2018 and Beyond: Four Industry Predictions

2017 has been another year in which technological advancement has led to changes in consumer trends, but what do the experts think 2018 and beyond will have in store? Here are four predictions of what is expected to change the Customer...

Winter Blunderland: Customers Force Grotto Closure

Customer feedback has forced the closure of a children’s festive attraction, which was described as “disgusting” by disappointed parents. The ‘Winter Wonderland NI’ event was held at the Clandeboyne Estate in Bangor, Northern Ireland, but after just two days of being...

Delivering the Goods: Keeping Customer Service Levels High

When it comes to home delivery, UK consumers have never had it so good. From the one hour delivery windows offered by the likes of Planet Organic to Waitrose sending Click & Collect items to lockers, and through the use of...

Rebuilding Trust in the Broken Energy Market

Since privatisation, a few large suppliers have dominated the UK’s energy market.  Their reliance on legacy systems and traditional Customer Experience methods – gargantuan call centres which pass you around from siloed team to siloed team, complex bureaucracy, and bloated...