Category: Customer Experience

Brexit: Despite the Warnings of Experts, Britain Voted to Leave the European Union

Republished from BBC.com Prime Minister David Cameron is to step down by October after the UK voted to leave the European Union. Mr Cameron made the announcement in a statement outside Downing Street after the final result was announced. He said...

Explained in Video: How Would Brexit Affect You?

The UK referendum is only one day away, and the polls show there is an almost equal number of people on the opposing sides. If you want to go to the basics of the EU, BBC prepared some useful info about...

Seven steps to achieving great customer service

Customer service. What a positive and optimistic-sounding phrase – who could take exception to that? But the reality is far less pleasing. Commonly associated with frustration, seemingly never-ending phone calls, sad and monotonous on-hold theme tunes and endless episodes of...

The Feedback Economy – a £3.2bn Opportunity for the UK Hospitality & Leisure Industry

By improving how customer feedback is used, the UK hospitality & leisure industry could boost the UK economy by £3.2bn over the course of the next decade Managing customer feedback will become increasingly important. 59% of consumers say that online feedback...

What Leicester City Can Teach Us about Delivering Awesome Customer Experiences

At a time of rapid change in football, Claudio Ranieri’s recent Premier League triumph with Leicester City has captured the world’s imagination. Even my Tottenham supporting colleague is full of praise for how Ranieri defied expectations and delivered stunning success...

Only 1 out of 26 unhappy customers complain. The rest churn.

Make Your Resolution Stick – Why Your Top Improvement Goal for 2016 Should be Complaints Handling by Duane George from Aptean Was January your only month for seeking out improvement for the year ahead? Resolutions don’t just have to be for...

Putting members and customers at the heart of the service

Since 1934, the not-for-profit company PPL, has been managing the licensing of recorded music for broadcast, online and public performance use, ensuring its 10,000 record company and 65,000 performer members are all paid fairly for their work and investment. PPL’s Training...

Connect at the awards

Have you booked your table yet for the UK Customer Experience Awards 2013? Space is limited and places are booking up fast for the prestigious event, which takes place in London on October 17. Finalists were announced at the end of...

UK travel sector research

The internet has transformed the travel sector, as holidaymakers can now book the separate components of their break online, rather than having to go through high street travel agencies. But in such a competitive market, customer service and fast responses...

Four ways to use five senses

A customer experience that’s a feast for the eyes – and the nose. Hollister’s unique sensory experience got Gaetan Germain thinking; how can companies utilise the five senses to differentiate their customer experience from their competitors? A visit to a Hollister clothing...