Category: Customer Experience

Is poor listening hurting customer experience? 

Customer happiness should be stronger than ever. Businesses have almost unlimited scope to collect deep insights about individual needs, while three in ten customers are willing to pay more for products that come with better service. So, why are satisfaction levels stuck at...

Exclusive community discounts will foster strong customer loyalty and connections

Exclusive retail offers are recognised as a key driver in customer loyalty. The new research comes from a survey conducted by SheerID, in its 2024 Customer Loyalty Report. Nearly three quarters of respondents feel more emotionally connected to brands that give them...

Improve quality assurance by creating a deeper human understanding

Quality assurance (QA), in its simplest terms, means checking that a product or service is completely up to scratch. So, when MVF set out to better its QA, its aims were high to create genuine value and assure that what its...

Vinted responds after update made platform impossible to use

The second-hand online marketplace Vinted has listened to customer feedback and abandoned their recent update. The app originally set out to change its delivery options, and remove couriers. The company eventually backtracked after users shared frustrations that it would make...

Generational differences for better customer service are revealing new standards

Older generations of customers show less loyalty and patience towards brands than the younger Gen Z (aged 12-27), a new study by Zoom has found. This research comes from Zoom’s Morning Consult survey, examining how consumer expectations have shifted, and...

Is it really time for a new definition for VoC?

Last time I wrote about our lack of common definition of VoC, leading to both poor purchasing of platforms and a narrowing of the definition. My biggest worry about VoC is how it is being redefined as surveys. It simply...

Calls for inclusive technology to assist vulnerable customers

Derry City Strabane District Council (in Northern Ireland) has called for the hospitality sector to include more QR codes to help visually impaired customers.The hope is that this would encourage blind or partially-sighted people to visit more restaurants independently, without...

Keeping customers loyal requires a balance of data and creativity

There is a discrepancy between what customers want and what brands are delivering when it comes to loyalty.Recent research found that while 72% of customers say they are willing to stay loyal if offered discounts and rewards, half of brands say...

The key to improving CX and driving revenue in the travel industry

As the summer season heats up, so does the travel industry, with millions of people planning holidays and adventures. However, recent IT outages that led to widespread flight cancellations and booking disruptions have underscored the industry’s vulnerabilities. These challenges highlight the...

Hospitality: The heartbeat of exceptional experiences

This piece was co-authored by Michael Mattson, Chief Empathy Officer at Walk A Mile CX, and Nick Bond, CXO at Apex.Close your eyes and imagine stepping into a world where you are the centre of attention, where every detail is carefully...