Category: Customer Experience

Better Your B2B Customer Experience in Five Easy Steps

Whilst few B2B executives would disagree that it’s important to provide a great Customer Experience, many struggle to translate their best intentions into practical transformational actions.  Here are five practical steps B2B executives can take to improve their CX. 1) Design,...

Achieving B2B and B2C Experience Parity

It is high time B2B companies finally embraced what B2C companies have known for years. In 2009, when I was running usability research for  Skype’s business proposition, I noticed that business customers were starting to ask questions like: “If the websites...

Major Airline Aquires SandSIV to Handle Customer Data

CX platform provider SandSIV, has added “one of the world’s largest airlines” to its customer base. The as-yet unnamed carrier joins other business-to-consumer brands in using SandSIV technology as a global hub for Voice of Customer (VoC) intelligence. Airlines have access to...

Winner Focus: Octopus Energy

With an ethos that “buying energy should be as simple as buying cornflakes”, Octopus Energy have won over many eco-aware consumers in recent years, and their success has now been rewarded with a UK Customer Experience Award. The firm, which cultivates...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s top seats of learning, and an organisation that is losing trust with the public. To nominate who YOU...

Click & Collect Pushes Additional In-store Sales

Almost a quarter of European Click & Collect shoppers bought additional items while picking up their item, and there is a significant increase in in-store mobile device usage. The third annual JDA/Centiro Customer Pulse Report Europe 2017, conducted by YouGov, revealed that...

The Need for Speed

If you want to differentiate your company in the marketplace, then you need to show how you can dramatically deliver service and products faster than your competitors.  Amazon does it.  Apple does it.  Why don’t you? Recently, one of my employees...

Getting Personal: Know More Than a Customer’s Name

Despite access to more data than ever before, brands still don’t fully understand what motivates customers. Customer Experience (CX) is now an established framework that, if managed correctly, can drive fierce loyalty and establish an unbeatable competitive advantage when it...

Free Thinking

The power is in the hands of the consumer. Busy lifestyles, combined with today’s always-on, digitally connected world, have resulted in a market where convenience is king. This is nowhere more apparent than in the ever-evolving ecommerce arena. The ease of...

Branson On Board Hyperloop One

The Virgin Group founder, sir Richard Branson, announced recently that he will be investing in Musk’s Hyperloop One company. The announcement also indicated that the company will re-brand in the near future into Virgin Hyperloop One. With the two companies joining...