Category: Customer Experience

The Rise of Social Media Customer Care

Customer care is an integral part of every business’s success. Customer service is a way of building a better relationship with your customers, thus increasing the opportunities for a positive impact on sales and customer loyalty. Social media has not only...

Time to Get to Grips With Return Management

When a £25 pair of jeans costs £14 to ship and return, as well as the process of getting items back into inventory potentially taking up to ten weeks, clearly retailers have got a problem. And yet ‘free returns’ – and...

Play a Peak Blinder: Preparing Retail for Seasonal Demand

Planning for peak periods can often be a stressful time for retailers; teams across the business will be rallying around in a bid to prepare for what are often seen as the busiest times of the year, of which there...

Digitisation is the CX American Dream

Digitisation is the main Customer Experience priority for US firms, new research has revealed. A report by the National Centre for the Middle Market (NCMM) found that 74 percent of middle market firms surveyed believed digitising CX was essential to growing...

The Rise of Bargain Days: Keeping Up with Customer Demand

Bargain days are growing increasingly popular since the rise of Black Friday and Cyber Monday. Amazon Prime Day is another that has recently joined the ranks, and its huge success in 2017 has encouraged other retailers, such as PC World, to...

Common Sense: How Taste, Touch and Smell can Save Brick and Mortar Retail

In September, Toys R Us filed for bankruptcy protection in the US. The firm, which was once the dominant player in the US toy market, has found it tough to compete with larger rivals such as Walmart and Amazon. Anyone unfortunate...

Can CX Translate in Cosmopolitan Cities?

With our cities becoming more international and multicultural, and people travelling extensively for leisure or business, Customer Experience is no longer immune to cultural differences and issues that characterise our societies. If we consider a cosmopolitan city like London ,with more...

Winner Focus: Skipton Building Society

Helping those living with dementia lead full and active lives earned a branch of Skipton Building Society a UK Customer Experience Award. The team from the Bury branch were among the winners at the gala awards final at Wembley Stadium back...

Passion From Pain: How Trauma Ignited CX Success

Sometimes in life we need a little push in the right direction to help us realise our goals or follow our dreams. In some cases that push is a gentle nudge, while in others it’s getting shoulder-charged by a New Zealand...

Bank Begins AI Service on App

Bank of Scotland has incorporated AI into its new mobile customer service. A new virtual assistant is being made available for iPhone users who download the bank’s app. The AI bot has been trained to answer common questions from customers, with...