Category: Customer Experience

World Cup Fever Fired up Online Retail, Report Finds

Football might not have come home after all, but the World Cup added a kick to recent online retail sales, according to a new report. The latest IMRG Capgemini e-Retail Sales Index reveals a 16.9 percent year-on-year (YoY) growth of retail sales in...

Seven Key Principles for Improving Customer Experience

When I tell people that I work as a Customer Experience Consultant, most of them assume it’s just a fancy title for a customer service agent, immediately envisaging call centres and headsets. Whilst Customer Experience does include customer service, it also...

Ask Ian: Journey Mapping in Your Customer’s Shoes

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  To ask Ian a question on how to...

Overcoming the Biggest Hurdle in Mobile Messaging Campaigns

The average response time for a text message is just 90 seconds. Compare that to the average response time for an email, which is 90 minutes, according to CTIA.org. As a marketing professional, this is a powerful statistic and makes adopting...

Customer Experience 2028: Preparing for the Future

By 2028, the way brands deliver Customer Experience is going to look very different. Support systems, powered by automation and next generation artificial intelligence (AI), will handle repetitive, high volume enquiries, giving consumers the instant, 24-7 customer service they are...

Millennials Still Prefer Bricks Over Clicks

The recurring question of whether the high street is dying and clicks have indeed replaced bricks is back in the news with House of Fraser and New Look’s high profile problems – but the largest ever fashion retail survey amongst...

Customer experience centre: Ten ultimate steps

This is the era of the Customer Experience Centre (CEC). The workplace is changing, and with this change comes opportunity for those who can adapt. Traditional ways of working are being replaced with new, digitally powered, more collaborative ones. Those who...

Online Customers: Are you Keeping Yours Happy?

Consumers are increasingly feeling let down by their online shopping experience: our all-client database suggests that 95 percent of people do not follow through with a purchase after they look at a product page. At a time when everyone is...

Caffeine Connections: ‘Wi’ it Matters for Coffee Shop Customers

With an increasingly oversaturated coffee shop market in the UK (22,000 shops at the end of 2016),  how can digital connectivity help retailers to stand out from the competition in order to attract millennials, their key revenue base, who are...

Customer Strategy: The Missing Link

‘Customer strategy’ is one of those terms that, to many strategists, means nothing at all. They will undoubtedly be extremely familiar and confident with defining a ‘business’, ‘growth’, ‘marketing’, ‘digital’, or ‘people’ strategy, but having the word ‘customer’ in front...