Category: Customer Experience

In Full Force: Time to Thrive, not Survive

As lockdown starts to ease after months of the world being turned upside down and everything coming to a halt, life will slowly start again. Children are being phased back to school, and shops and businesses are starting to open...

The Conversational Age of Customer Engagement

We all know customer service can create a real competitive advantage. Get it right, and your efforts will translate directly to your bottom line. Fall flat, and lose out on a valuable differentiator in today’s competitive marketplace. In many respects,...

Quality control: Inspiring Repeat Business Through the Customer Experience

In today’s world of special discounts and bargain deals, many brands believe the way to a customer’s heart lies purely in the price. In many cases they are right: being able to provide affordable products is a key differentiator when...

Three Ways Retailers are Changing for Good

When the pandemic began, we saw so many changes to ‘normal’ that ‘normal’ meant expecting change. Even running out of coffee became an entirely new experience. Shopping – if the shop is open – has meant a 45-minute queue, and...

Firefighting – And How to Transition From Survive to Thrive

  It’s a gloomy Monday morning and again, three of your five-strong team are off sick – but who can blame them? It was a tough week last week. Julie from accounts forgot to process the refunds, so Mr Thomas and...

The Physical Retail Experience is Not Dying – It’s Becoming Smarter, Stronger, and More Modern

Some 66 million years ago, a great disaster (likely a meteor or asteroid) struck the Earth. For the grand, unagile dinosaurs that had dominated the planet, changing little for millions of years, it proved fateful. But in their place mammalian...

Technology Rules Kantar’s 2020 BrandZ Top 100 Most Valuable Global Brands

Recently launched BrandZ Top 100 Most Valuable Global Brands report shows the technology sector dominating the chart, representing over 30 percent of brand value. Apple maintained its position as the second most valuable global brand (+14 percent, $352.2bn), followed by...

Retail Customer Experience: What Will Happen Post Pandemic?

With consumers forced online during the pandemic, the surge in digital traffic and demand across key retail sectors gives a misleading impression that consumers will shift dramatically to buying online post-pandemic. In fact, consumers say they hope to return to...

Maturity Check: Customer Experience in Agile Driven Environment

In this technological environment, everyone would agree that customer experience always has a competitive advantage and is paramount for any organisation to be successful in the marketplace. The seamless availability of data paired with modern and digitalised ways of accessibility has...

High Visibility: The Importance of In-depth Visibility into Customer Complaints for Improved CX

As businesses of all shapes, sizes and scopes find themselves trying to mitigate increasingly transient customer demographics, we’re all having to work harder on our customer retention strategies. More than ever, the emphasis for most businesses has shifted to building...