Category: Customer Experience

2017: Are Predictions a Waste of Time?

There’s something inherently sentimental about the new year. As the clock strikes twelve on New Year’s Eve, we gift ourselves a blank slate with a side of newfound optimism, and naturally we like to make predictions about what the future...

2017 CX Trends Report: Brands Underestimate Emotional Impact of Breaking Promises

A new study from InMoment reveals that brands lack important understanding of the emotions that drive customer loyalty and significantly undervalue the negative impact of failing to deliver on customer expectations. Conducted by customer experience optimization leader InMoment, the annual CX...

Christmas Sales Blitzed by Black Friday Bargains

Online retail could now have its own ‘War on Christmas’, as consumers ditch Christmas sales for its bigger and more fashionable Black Friday cousin. Data from ecommerce consultancy Salmon’s Peak Trading Operations Centre shows the Black Friday period (22nd –...

2017 Priorities for Customer Experience Feedback

Most companies now have a Voice of the Customer (VoC) programme in place. Often these are underpinned by technology platforms collecting customer data via feedback forms deployed following customer interactions with the business. These are served on the end of...

How to Deliver Exceptional Customer Experience with Mystery Shopping

Customer experience expert Cheryl Flink from Market Force Information showcases the power of linking mystery shopping to the bottom line. It’s fair to say businesses across all sectors have well and truly woken up to the vital importance of delivering exceptional...

Forget Omni-Channel; It’s the Omni-Experience that Counts

Like many marketing buzzwords, the term ‘Omni-Channel’ has become the latest iteration of our ever-evolving industry, succeeding CRM and marketing automation. But few brands in today’s competitive market have a true understanding of what that really means, and even fewer...

Customer Experience Predictions for 2017

The year 2016 has come to an end and businesses are now focusing on their 2017 customer experience strategies. Rant & Rave Founder, Nigel Shanahan, shares his thoughts on the year to come. 1. It’s all about the moments that matter When...

TribeCX creates a Global Community to Support the ‘CXO’

TribeCX is launching an online community of leading practitioners to provide best practice advice in customer experience. The TribeCX community is committed to developing global CX standards, and support the future development of CX functions around the world with sector...

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,...