Category: Customer Experience

Loyalty: The Great Leap Forward?

Despite the promise of ‘big data’ and the revolutionary impact of the internet on retail, the business of communicating with your customers at the point of sale and rewarding them for their loyalty is all too often still stuck in...

How Contact Centres Should Be Preparing for the EU General Data Protection Regulation

The EU General Data Protection Regulation (GDPR) is the most significant development in data protection that Europe has seen over the past twenty years, and it’s now just two years away. The impending change in legislation will have a significant...

Video: CEO of Tesla, Elon Musk, Unveiled Solar Roof

The Tesla chief executive, Elon Musk, has unveiled new energy products aimed at illustrating the benefits of combining his firm, which makes electric cars and batteries, with solar installer SolarCity. During a press event at Universal Studios in L.A., Elon Musk...

Why Customer Experience Matters

Customer experience. It’s somewhat of an ambiguous term, which has so far carried different levels of importance to different sectors. If you’re in retail, where customer spend is discretionary and there is a constant threat of new challengers stealing your...

Technical Competence & Organisational Clarity – The Two Pillars of Customer Centric Leadership

Even the best specialists in their fields of work; the most experienced; the most decorated; will continuously look for ways to evolve their knowledge and learning. Often, a glaring sign of a leader who is unlikely to be able to...

Interview with British Gas’ Richard Shenton: A Strategy Is Useless, Unless People Believe in It

In the latest of Lexden’s Customer Experience Leader’s series, CX Consultant Christopher Brooks catches up with British Gas’ Richard Shenton to hear how they are switching on to CX. Richard is responsible for Customer Experience and Continuous Improvement within part of...

Interview with Eventbrite: Global Success Asks for a Collaborative Team Culture

Within the CXM interview series, we have a pleasure of publishing an interview with the Co-founder and CTO of Eventbrite, Renaud Visage, who talked about the Eventbrite’s road to success, the importance of cultivating a collaborative team culture and working...

5 Ways to Improve Your Customer Service

New research undertaken by virtual assistant service provider ava has shown that 51% of people in the UK would happily pay over the odds for something if it meant they received better customer service. The study also confirmed that 33% of...

Customer strategy: ten key principles

The conventional approach to gaining customers, which was based on picking a segment of purchasers to target and developing products for that segment, is no longer sufficient. A customer strategy goes further: it is the articulation of the distinctive value...

Back to the Future of Personalised Shopping Experience

The anonymous shopping experience has had its day. On the back of the success of digital personalisation, retailers are turning their attention to the in-store experience, recognising both the rise in customer expectation and the differentiation personal service can offer....