Category: Customer Experience

How to Drive Customer Loyalty in Peak Periods

The face of retail is changing. Retailers are under immense pressure to deliver differentiated products and services, at a time when customer loyalty is dwindling. Mobile technology has created the “promiscuous shopper”, and customers now have the freedom to compare prices...

Open Banking Reforms: A Golden CX Opportunity

Open Banking should be a “catalyst for greater Customer Experience” rather than a hindrance for the UK’s banks, it has been suggested as one of the biggest personal financial shake-ups in recent years gets underway. From January 13, customers are able...

VR in Retail: Here to Stay

In-store experience still clearly matters: in fact, 85 percent of consumers have the same preference, according to RetailTouchPoints. The main reason why so many people still go to stores when everything is readily available online is that they like to touch...

From the Inside-Out: Driving Cultural Change in Business

Achieving cultural change is one of the toughest challenges a business can face, no matter how large or small they are. But change is essential if organisations are to keep pace with shifting customer demands and fluctuating economic landscapes. A perfect...

Defining Customer Success Metrics

As the Chief Customer Officer for a software-as-a-service (SaaS) company, much of my day is spent thinking about customer success and retention. Like any subscription-based business, renewals are our lifeblood and the success of our customers is paramount to our success...

The Mobile Retail Hurdles You Must Overcome

In the world of retail, success increasingly depends on the ability to provide a great mobile Customer Experience; mobile customers expect a lot from retailers. But getting it right is not as easy as it might appear. Small amounts of latency...

Retail in 2018: Trends Predicted to Emerge

The retail industry has experienced a tough few years, and 2017 was no exception. High street store closures, political uncertainty impacting currency value, and regional spending, rising real estate costs, and an influx of ever-developing technologies: all of these factors...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience.  In the Don’s sights this week is a heroic cabbie, and a sceptical train ticket inspector. To nominate who YOU want to see as future Heroes & Villains, get...

Live-Streaming, VR, and Mobiles: Customer Experience Predictions for 2018

In 2018, the wish to learn what the future holds is on the rise, so we asked five experienced businesspeople to give us their own Customer Experience predictions for the next year. 1. Paul Jarrett, MD & Founder of Sonin: Businesses who...

Writing a ‘Knock Your Socks Off’ Service Culture Plan

One of the major weaknesses of most organisations is the top management’s lack of a service strategy. They fail to realise the strategic opportunity of how to use superior service as a vehicle to build market share and dominance. Sam Walton, the...