Category: Customer Experience

Customer Olympics 2016: Harness a Summer of Sport with Boosting Promotions

For sporting fans, the summer of 2016 truly is a glorious time, from annual events such as Wimbledon, the rugby union summer series, Tour de France and cricket one-day events through to the Olympics and UEFA Euro championships. Marcus Ardeman...

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EX Driving CX: Who Is Driving Your Customer Experience?

Customer Experience Magazine is proud to be organizing its first event, the conference ‘EX Driving CX’ that will be held on September 15th at Metro Bank Head Office in London. The theme of this one-day event will be placing employee experience and engagement at the...

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CXM Interview with Julie Cottineau: Nurture Trust, with a Twist

With our monthly theme covering relevant CX literature, we talked with Julie Cottineau, a branding expert, about her recently published book Twist: How Fresh Perspectives Build Breakthrough Brands and relevant trends in branding and customer experience. Julie, it’s lovely to have...

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Photo Caption: Experience “The Big Chill”

Commuters step inside ‘The Big Chill’ giant fan this morning, courtesy of Currys PC World, at London Victoria Station. With record-breaking temperature across July, and fan sales up by a staggering 1164% during the peak of the heatwave, the UK’s...

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Luxury Travellers Are Spending More Abroad than in Their Native Countries

ContactLab and Exane BNP Paribas’ study revealed that tourists buying luxury products account for around 30 per cent of worldwide revenues. Latest touring figures revealed that 36.7m people are forecasted to visit the UK in 2016[1]. This highlights the value which...

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Meet Generation CX — The Customer Experience Movement

Being marked as “the new marketing”, customer experience is becoming a focal point of the business development today. However, there is a growing need for having a consensus about what customer experience truly is. This video is one of the rare...

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Meeting the Needs of the Omnichannel Shopper for Black Friday Success

Badged as the “July Black Friday”, the recent Amazon Prime Day not only brought revenue success for the ecommerce giant. It also reinforced the value of one-off bumper shopping days and seasonal events for retailers. Of course, none have been...

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How Brands Are Making Fitness Attainable This Summer

Understanding what motivates people to get fit and engage with sports products is a constant challenge for brands. For some, walking a mile each day will be an accomplishment, while for others, completing a half-marathon every year will be their...

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CXM Interview: Personalized Customer Experience Never Gets Out of Fashion

Within our series of CXM interview, our Editor-in-Chief, Marija Pavlović, talked with Dressipi co-founders, Sarah McVittie and Donna North about their interesting personalisation solution for the fashion industry. CXM: Dear ladies, thank you for your time. Can you first explain to...

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Your Customer Advocacy Program Is on the Verge of Complete Disruption

B2B Marketing Summit, held in June, gathered some industry leaders around a number of relevant B2B and CX topics. Customer Experience Magazine was their media partner, and now we are presenting you an interesting article from two of their speakers...

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Pokémon Go – The Augmented Customer Experience

If you are not playing it as we speak, you must have at least heard about one of the most interesting digital phenomena of our time – the augmented reality game, Pokémon Go. Pokémon Go, apparently one of the most popular...

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The UK’s Most Dependable Car Brands of 2016 – Škoda Ranks Highest Again!

Volume automotive brands in the United Kingdom collectively have fewer problems than premium brands, according to the J.D. Power 2016 UK Vehicle Dependability StudySM (VDS), released today. The study, now in its second year, measures problems experienced during the past 12...

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Video: Seasonal Marketing – The Customer’s Perspective

Seasonal activities dominate our marketing calendars and rightly so. Valentine’s Day alone is estimated to have tempted us Brits to spend £980m in 2016* – making it obvious why retailers are so keen to use key dates as the hooks...

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Apple Leak Reveals iPhone 7 Late Changes

Republished from Forbes According to multiple accounts the iPhone 7 is done and dusted (for better or worse) and mass production is already underway for a big September launch. But new leaks suggest some last minute upgrades – both internally and...

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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...

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Empathy – the Inevitable Part of your Customer Experience Summer Kit

Brands spend a lot of thought, time and money creating a proposition and values, communicating that – and then delivering on the promise. It is no secret that emotional engagement is key to delivery and subsequent loyalty, but it is...

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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...

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Seven Steps to Achieve Really Poor 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...

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Mercedes-Benz Ranks Highest among Premium Brands; Toyota among Volume Brands

The automobile dealership service department is the No. 1 determinant of customer satisfaction and dealership loyalty, according to the J.D. Power 2016 UK Customer Service Index (CSI) StudySM released a week ago. Among highly satisfied customers (overall satisfaction scores of 900...

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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...

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