Category: Customer Experience

What Makes a Happy Customer?

There was a time not too long ago when all that mattered was the product. In fact, a quality product was enough to leave consumers with a positive experience of a brand. Then the digital world exploded! The always-on digital...

The One Mistake CX Analysts Cannot Afford to Make

Like most kids, I cared a great deal about my school grades when I was growing up. At the time, they felt like the ultimate measure of success or failure. In retrospect, I know that grading is somewhat subjective. One...

3 Steps to Avoid Customer Engagement Going Wrong

There’s a reason customer engagement strategies top the list of virtually every company’s marketing agenda, regardless of industry. Simply put, a business’ ultimate goal is to bring in revenue. You accomplish this by serving a need to meet consumer demand,...

Actions Must Speak Louder Than Words: United Airlines Eat Humble Pie!

Last week I wrote an article on the subject of ‘common sense’. To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. One of...

Lack of Human Interaction Loses Customers

To test whether forsaking all human interaction in favour of total automation is really a cost-effective silver-bullet solution, Yonder Digital Group commissioned research among UK consumers and found that an overwhelming 87% report they tend to stay more loyal and...

The Face of Customer Experience in 2017

For some time now, customer experience has been the leading factor in determining the success of a business. Through various means, modern business are reshaping expectations and trends in CX and because of that everyone should stay on their guard...

Artificial Intelligence: The Key to Improving Customer Experience

Artificial Intelligence, or AI, is big news for 2017. Gartner not only revealed that enquiries on the subject tripled between 2015 and 2016, but also listed it as the most strategic Technology trend for 2017. It’s set to be a big...

Hitting the Streets or Shopping from the Sofa – Which Wins for Customer Experience?

With figures from IMRG revealing UK online retail sales reached £133bn in 2016, an increase of 15.9%, year-on-year, it’s clear consumers have been quick to embrace the ease and efficiency offered by online stores. The high street used to be...

3 Key Technologies Retailers Can Use to Improve the Customer Experience in 2017

According to RSM UK, one of the top considerations for retailers this year is approaching the customer journey as a whole; from the first customer contact to purchase. As ecommerce technologies like virtual reality, geo-targeting and fingerprint authentication have matured...

Live Chats – An Overlooked Data Source

Chances are you’re already well versed in why live chat is a cost-effective decision for your business: it’s cheaper, reduces call center traffic, and many customers find it more convenient. But live chat can – and should – be used...