Category: Customer Experience

ECEW – an inspirational event

They came, they saw and they went away enlightened – that’s the verdict on the fifth annual European Customer Experience World event. Held on May 14 and 15 in London, the event offered a chance to dip into a wealth of...

Customer Service of the CliniSupplies kind!

CliniSupplies is a leading provider of Medical Supplies across all healthcare sectors including an extensive range of urology, wound and skin management products. Established in 2000, the company has recorded strong year on year growth since its inception. Our record...

NEW Health Sector

PEN is devoted to improving patient experience across the healthcare industry, whatever the sector; and including whole organisations, companies, teams and individuals.  PEN embraces the NHS, whether it be primary or secondary care, all of the allied partner companies...

Twittering Success for Nando’s

Nando’s customers have tweeted the restaurant chain to the top of the leaderboard in the second UK Customer Experience Index (UKCEI). While unhappy customers have left the NHS licking its wounds at the bottom. More than 300,000 tweets sent during March and...

Social Media Reinventing Customer Service

It’s hard to ignore the major impact social media is having across the globe. As of 2012, users were uploading 72 hours of video to YouTube every minute. Celebrities have accumulated millions of Twitter followers, without paparazzi, in an online...

Building a VoC programme – where to begin?

Setting out to build a Voice of the Customer (VoC) programme sounds like a simple task, but with most businesses interacting with their customers through multiple channels, and customer expectations rising in most industries, you need to take a strategic...

McDonalds vs the Banks – It’s not you, it’s me (we just want different things…)

A surprising fact has come to light since last month’s article regarding the effects of social media on McDonald’s and the Banks. Although, as predicted, the Christmas blues gave way to a rise in happiness among McDonald’s’ consumers, there was...

Shining a beacon on all that is GOOD in UK healthcare

Well it was another amazing day of celebration and achievement for our stars of the healthcare industry. The PEN National Awards 2012 took place on Wednesday 6th February amid a buzz of excitement and anticipation. The healthcare industry has taken a...

The UK Customer Experience Index (UKCEI)

The UK Customer Experience Index (UKCEI) – Presented by Customer Experience Magazine and featuring the unique methodology of SpectrumInsight. In this, the first release of results for the UKCEI, we can reveal that Topshop have been giving their customers a truly...

McDonalds v The Banks Has McDonald’s been affected by the processed food scandal?

  Following on from last month’s article using SpectrumInsight’s real-time consumer insight methodology, we look at how customer views towards McDonalds and the Banks have changed over the past month, and more importantly, why? We touched on the importance of using feedback...