Category: Customer Experience

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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Sweden, the First Country in the World to Have Its Own Telephone Number

Børge Astrup, managing director of Intelecom Contact Centre Division, explains how the latest contact centre technology is revolutionising the travel industry with a new form of ‘reality’ tourism in the cloud. You may have read recently about how The Swedish Tourist...

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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...

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