Category: Customer Experience

Retailers Failing to Identify Most Loyal Customers

Retailers do not know who their most loyal customers are and cannot therefore know if their loyalty strategies are inspiring prolonged customer advocacy, it has been revealed in a new study. Research by Forrester Consulting on behalf of Collinson, has found...

Is ‘Customer Success’ the new Customer Experience?

There’s a lot of buzz in the B2B world about the concept Customer Success these days. I work for a company – Gainsight – that has raised over $150M to deliver a software platform originally designed specifically for CSMs (Customer...

Service Providers Accelerate Innovation to Retain Customer Loyalty

Service providers are undoubtedly at the very heart of our increasingly hyperconnected world. In the last 20 years alone, we’ve seen an unprecedented number of innovations that have forever changed not only the way we communicate with each other, but...

DTC Brands Mistaken Over Customer Friction Points

Forty percent of direct-to-consumer (DTC) brands think it’s okay to have three or more ‘friction points’ in a customer buying journey – and they could be set to fail as a result. A new report from ERP platform Brightpearl looked closely at the...

OAPs ‘Marginalised’ in Utilities Communication ‘Blackout’

Almost a fifth of pensioners are facing a communications blackout from utility companies, worrying new research has shown. Eighteen percent of elderly respondents reported no communication from utilities firms through any channels, advertising agency d.fferent found. Bright Sparks:  How Smarter Comms Can Boost...

CX ‘More Important Than Profit’, Study Shows

Customer Experience is more important to businesses than profit and revenue growth, new data has revealed. Research by Engage Hub shows over two-thirds of C-level executives interviewed see Customer Experience as a top business priority. The flagship report, The Customer-Centric Organisation,...

Experience Gifts Emerging as Xmas Favourites

Brits are set to spend £1.6bn on experience gifts this Christmas in an effort to cater for a ‘got it all’ generation, new research has found. The data from Barclaycard shows that nearly one-in-five (19 percent) UK shoppers plan to choose an experience-based...

Increase in 2018 Black Friday Cart Abandonment

Analysis of Black Friday shopping shows that 10.4 percent more shoppers are abandoning their carts year-over-year in the UK. According to findings by Monetate, derived from more than 290 million UK touchpoints across desktop, mobile, and tablets during Black Friday, shoppers are...

How Content Creates Permanent Relationships With Customers


Do you need a personal relationship with your business world? Many of us create time to build personal relationships (which is not bad) with people and friends. Have you ever paused to ask yourself how good content would affect the...

Boosting Sales on Black Friday – and Beyond!

Whatever your view of Black Friday, it has become the biggest discount shopping event in the UK, surpassing even the traditional Boxing Day sales. Once only celebrated in the US, the event now has global reach, seeing brands slash prices...