Category: Customer Experience

Legal & General is Entering the Retirement Housing Sector

UK property investor Legal & General has signalled its push into the UK’s retirement housing sector with the launch of its new later living accommodation brand. Inspired Villages Group, which has been formed out of English Care Villages, will focus on...

How To Use Negative Feedback To Be More Successful

No one likes negative criticism, but it’s often what you need in order to grow. Here’s how to use it to your advantage. Let’s face it: Negative feedback on your job performance can be a drag. Who likes to be told that...

HomeServe Buying Help-Link for £5million

Home repairs and improvements business HomeServe is to buy a boiler installation specialist in Leeds for £5 million. UK-wide home heating business, bringing together installations, servicing and repairs. The deal values the Help-Link business at up to £22.7m. Martin Bennett, chief executive of...

What Does It Take to Build a Great Business?

Why do some businesses thrive in uncertainty, even chaos, and others don’t? When buffeted by turbulent events and prevailing head winds, or hit by big, fast-moving forces that they can neither predict nor control, what distinguishes those businesses who perform exceptionally...

DFS Keeps Stores Open Following Eight-figure Sofology Acquisition

UK furniture retailer DFS is to acquire rival Sofology after confirming that contracts had been exchanged on an initial £25m deal. The acquisition of its Warrington-based rival, which has 34 stores across the UK, will be on a debt-free, cash-free basis...

How to Prioritise Customer Experience in Affordability Assessments

There are millions of people in the UK struggling to pay their bills, according to the Debt Advisory Centre.  It says that nine million adults think they owe too much money and four and a half million people find it...

Three Ways to Utilize Your Existing Operations for Superior Omnichannel Experience

Companies are seeking to create a customer-focused omnichannel experience within existing operations and this requires looking at operations from the customer’s perspective. While less complicated for young, nimble companies, this view is more difficult to achieve for well-established companies with...

Putting the Focus Back on the User Journey

It is no secret that consumers today want to be able to connect and interact with retailers 24/7, no matter where they are and what devices they’re using. With research from Forrester revealing that there’s a $1.5 trillion global market...

Delivering an Omni-Channel Experience in Retail

The way we shop is changing at a rapid pace; with our expectations heightened and more places to spend than ever before. Bricks-and-mortar brands have launched online platforms, whilst ecommerce giants like Amazon and Missguided are recognising the value of...

Frictionless Customer Experiences – Best Customer Experiences

One thing quickly becomes clear when speaking with the digital leaders who are delivering new experiences and driving engagement strategies for major brands and organizations: the push to eliminate friction between customers and brands is more important than ever before. It’s...