Category: Customer Experience

Birthday Messages and the Power of Personalisation

Think about your last birthday. With Facebook making it so easy to send a happy birthday wish, no doubt you were inundated with friend-love. Friends that you haven’t spoken to for 12 months come out of the woodwork for the...

Create an Effortless Experience for Customers

Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous generations could only dream of. Self-service, email, live chat, social media—with so many options for assistance, customers simply need...

Is Your Customer Segmentation Missing the Point?

Customer segmentation has been in the marketer’s toolbox since the 1950s. And recently we’ve seen huge leaps in the amount of data and range of techniques available to deliver ever richer insights. But fresh evidence from the UK Ombudsman Services suggests that current...

Three Risky Customer Experience (CX) Initiatives

Forrester reports that customers are willing to spend nearly five times more for excellent customer experience (CX) than they would for poor CX*. But improving customer service comes at a cost. Besides the time and effort required, sometimes marketers need to...

The 3 Ingredients for Outstanding CX

Poor customer service directly affects CX. It’s a problem that persists in many companies across the UK. Recent research commissioned by Genesys found that, on average, UK consumers spend around 17 minutes on hold to call centres per week. Over...

Personalisation in CX: Applying proactive customer engagement

In this article, the author explores the essentials of personalisation in CX, a rapidly emerging topic across all industries. In 2012, only 30% of companies asked by analyst leadership group Gartner expected to compete for business primarily on the basis...

Extensive Read: Ready for the Customer 4.0 Revolution?

Why are so many organisations failing to live up to their customers’ expectations? New research reveals that, on average, every adult customer in the UK complained at least once in 2016 – that’s 55 million complaints, resulting in 28% spending less or taking their...

Role Model Customer Centric Leadership: Why I Am A Huge Fan of Jeff Bezos!

Most human beings have a small number of people they consider to be their ‘heroes’. For some, it is a relative – their mother, father, brother or sister, husband, wife or partner – it may be a long departed uncle...

Webhelp Celebrates 75 Years of Excellent Customer Experience in Dunoon

Leading global customer experience expert Webhelp has celebrated 75 years of dedicated customer service from a total of six colleagues at a gala dinner at Cameron House Hotel, Loch Lomond, on Saturday, May 6. Webhep UK has entered a number of our...

This Company Achieves 100% Customer Satisfaction with 0% Managers

When I entered the office, it quickly became clear: this is not an average IT service provider. On our way to the meeting room, we passed through the canteen with a fully equipped bar and kitchen and a dining table...