Category: Customer Experience

Putting members and customers at the heart of the service

Since 1934, the not-for-profit company PPL, has been managing the licensing of recorded music for broadcast, online and public performance use, ensuring its 10,000 record company and 65,000 performer members are all paid fairly for their work and investment. PPL’s Training...

Connect at the awards

Have you booked your table yet for the UK Customer Experience Awards 2013? Space is limited and places are booking up fast for the prestigious event, which takes place in London on October 17. Finalists were announced at the end of...

UK travel sector research

The internet has transformed the travel sector, as holidaymakers can now book the separate components of their break online, rather than having to go through high street travel agencies. But in such a competitive market, customer service and fast responses...

Four ways to use five senses

A customer experience that’s a feast for the eyes – and the nose. Hollister’s unique sensory experience got Gaetan Germain thinking; how can companies utilise the five senses to differentiate their customer experience from their competitors? A visit to a Hollister clothing...

The Power of Content Marketing and the Opportunities for the Customer Experience

Content marketing, the marketing technique of systematically creating, distributing   and recycling relevant content to attract, engage, acquire and keep customers. 2012 felt like the year that content marketing as a...

Customer Focused Strategies. Are they worth it?

Strategic thinking is ‘the art of outdoing an adversary, knowing that the adversary is trying to do the same to you’ (Thinking Strategically – the competitive edge in business, politics and everyday life: Avinash K Dixit & Barry J Nalebuff)....

Motivating customers to share and return via social media

Once customers have purchased from you online, they have made a clear investment in your brand, and are likely to feel positive – so what can you do with that positivity? From social media to search engine optimisation, online retailers are...

Whose Priority Do We Listen To?

The whole point of customer experience as a business topic is to reset priorities. The theory is crystal clear and the fundamental point is obvious. Yet personal experience tells us that many organisations remain off the pace. Why is that? The fact...

The Widening Gulf of Customer Experience

The term customer experience has in the past few years gained wide adoption. Its promise to drive business growth and the numerous stories of how successful organizations deliver an exceptional customer experience has made it one of the most used...

Listening to customers matters

Business software and services provider Sage is one of the UK’s biggest technology success stories. Launched by two entrepreneurs in Newcastle more than 30 years ago, today’s global FTSE100 business helps over six million customers around the world. Sage’s Jonathan...