Category: Customer Experience

5 Tips for Creating an Accurate Customer Journey Map

Customer journey maps are more than just diagrams. Sure, they illustrate (in a very visual and easy-to-digest way) the steps customers go through when engaging with a company. But there’s a lot more to it than that. Customer journey maps act...

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Is Influencer Marketing the Future of Marketing?

Is your marketing budget being put to good use? Are you getting the desired results from your campaigns or are you struggling to see a positive change in your ROI? Maybe you’re not making use of one of the most...

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CXM Interview: Customer Experience Driving Business Strategy

CXM editor-in-chief Marija Pavlović talks to Iain Shorthose – customer experience director of international support services and construction group Interserve – about how customer experience is driving his company’s future strategy. CXM: Hello Iain, can you please by explaining to our...

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Flying High – Ryanair and the Steps to CX Excellence

“If I’d only known being nice to customers was so good for our business, I’d have done it years ago.” Strong words from Ryanair CEO Michael O’Leary, who has hit the headlines recently for his change in attitude towards customer...

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CXM Interview: How to Prepare for the Market Shockwave

Within our interview series, we had a pleasure of talking to Shane Cragun, co-author of Reinvention: Accelerating Results in the Age of Disruption with Kate Sweetman. We discussed market trends and challenges of keeping track with the disruptive practices. Thank you...

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How to Integrate SMS into Your Customer Service

It’s the summer time, so thousands of people are preparing to embark on their holidays. From the travel industry’s perspective, this is the peak time for managing customer enquiries and therefore the emphasis on delivering appropriate and timely service is...

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Print’s Not Dead, It Just Needs to Be More Intelligent

Print Direct Mail (PDM) is often thought of as the grandfather of customer communications. In the world of ever-more sophisticated digital marketing, many have come to view it as a waste of money and effort. However, new research from the...

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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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