Category: Customer Experience

How to Deliver Exceptional Customer Experience with Mystery Shopping

Customer experience expert Cheryl Flink from Market Force Information showcases the power of linking mystery shopping to the bottom line. It’s fair to say businesses across all sectors have well and truly woken up to the vital importance of delivering exceptional...

Forget Omni-Channel; It’s the Omni-Experience that Counts

Like many marketing buzzwords, the term ‘Omni-Channel’ has become the latest iteration of our ever-evolving industry, succeeding CRM and marketing automation. But few brands in today’s competitive market have a true understanding of what that really means, and even fewer...

Customer Experience Predictions for 2017

The year 2016 has come to an end and businesses are now focusing on their 2017 customer experience strategies. Rant & Rave Founder, Nigel Shanahan, shares his thoughts on the year to come. 1. It’s all about the moments that matter When...

TribeCX creates a Global Community to Support the ‘CXO’

TribeCX is launching an online community of leading practitioners to provide best practice advice in customer experience. The TribeCX community is committed to developing global CX standards, and support the future development of CX functions around the world with sector...

How Shop Interiors Affect Customers Purchasing Decisions

We all enjoy shopping on occasion; even those who despise being dragged around clothes shops will find themselves enjoying a tech shopping spree or grocery shopping. There’s a type of shopping out there for everyone and, although it would seem...

The Customer Experience Hokey Cokey! Why Do Companies Find It So Hard to Commit to CX?

As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance,...

Measuring Service Expectations

On 9th November, Ipsos Mori organized an interesting event looking at the relationship between customer experience and brand image. One of the results of that event is publication Great Expectations, which explores the causes, effects and changing nature of customer...

Top 20 UK Brands Recognised by UK Consumers

CQ report highlights the financial benefits of customer centricity. In 2016, UK companies will spend close to £10bn on customer insight, social media listening, online surveys and feedback forms – all in pursuit of unlocking growth. But while its right that...

5 Ways to Turn Up the Heat on Cold Calls ─ For Red Hot Returns

Cold calls are likely to send a shiver down the spine of even the most experienced sales professional. It’s a completely justified response. Good sales approaches rely on deep research into prospective customers and the crafting of solutions that bring...

Loyalty Cards Aren’t Magic, but Experiential Rewards Can Be

The term loyalty card is a misnomer. It implies that the person in possession of the card is loyal. But the truth is the card doesn’t create loyalty. In fact, your customers take that loyalty card and put it in...