Category: Customer Experience

How to Avoid the Traps of Customer Experience Measurement

Victoria Bough, General Manager for Customer Experience Solutions at Periscope By McKinsey, explores the key steps and traps to avoid in transforming a middling approach to customer experience measurement into one that delivers impact and creates value. The impact of customer experience initiatives...

Travel Customers Want to Get Personal – Really Personal

When you think about the number one reason why customers book via AirBnB, you may be surprised to learn it isn’t to buy a low-cost product. In fact, it turns out their choice is based primarily on the desire to stay...

Bulk Buy: Why Zero-waste Supermarkets Are the New, Old Way to Shop

A bring-your-own containers store in east London is the latest shop to ditch packaging. But the principle of leaving nothing to waste dates back to an earlier time There is a decidedly retro feel to London’s latest attempt at a zero-waste...

Optimising Supplier Relationships to Improve Customer Experience

Customers are becoming ever more demanding, but expectations extend far beyond the right balance of price and quality. From the complexity of right product, right place, right time across multiple channels – including new international joint ventures and franchises –...

In a Thriving Business, Customers Are Not Optional!

Modern consumers have grown up in a world of technology and innovation. They intuitively know how to define as well as expect exceptional customer service.  In a thriving business, keeping customers is not optional, it’s a requirement for businesses to...

Turning the Tide of a Negative Customer Experience

No matter how hard businesses try, sometimes there is little that can be done to avoid a bad customer experience. Take the ‘bent iPhone’ saga of 2014 for example. Knowing Apple, they likely performed the necessary quality checks, but sometimes...

Amazon’s Jeff Bezos Just Offered a Master Class in Attracting Millennials

Absurdly Driven looks at the world of business with a skeptical eye and a firmly rooted tongue in cheek. Millennials are people, too. Some find this hard to remember, as the slightly younger, occasionally more bearded crowd are smeared with a group name that...

Sodexo Looks to Expand Services

Immediate focus on moving clients from paper vouchers to digital cards Meal voucher space leader Sodexo plans to expand its offerings in the employee benefits arena and also unveil claims management solutions. The French firm, which offers a wide range of...

Staying on Message

In the words of Clean Bandit, “I’ve been hearing symphonies, before all I heard was silence”. A symphony is a long, elaborate musical composition performed by an orchestra and, here, Roxanne Abercrombie of business automation specialist, Parker Software, explains how...

Welcome to the Age of Empathy

In today’s digitally connected society, it’s more important than ever to understand and properly demonstrate empathy.  According to Belinda Parmar, CEO of The Empathy Business, empathy is just as important in business communications as it is in personal communications. Empathy...