Category: Digital Experience

Your Customers Believe you Have OCD

No, it’s not as bad as you are thinking. It stands for “Omni-channel Consistency Disorder,” and your customers cannot comprehend why you suffer from it. With ubiquitous access to the Internet via a mobile device, a consumer can seamlessly shift...

eCommerce Teams – Aims, Challenges and Solutions

By Jonathan Horden, Chief Executive, PrismaStar (www.prismastar.com) The role of an eCommerce team is varied and anyone working within one can testify to the complexity of responsibilities, objectives and the importance of their contribution to a company’s financial success in today’s...

Bring Your Own Device: A blessing or a curse?

With approximately 7 in 10 people in the U.K now owning a smartphone, and an increase in sales of tablet devices, it comes as no surprise that many employers are taking advantage and introducing a BYOD (Bring Your Own Device)...

‘Speaking but not listening?’ – how to maximise the value of customer service on social media’

Businesses invest significant amounts of time in posting content on social media, regarded as the fastest communications medium ever adopted. However, a massive 95.6% of comments by existing and potential customers go left unanswered and 88% of those that are...

Going Back to Basics on Cybercrime

Lawrence Jones, CEO of internet hosting firm UKFast fights the customers’ corner with a look at why some online businesses still aren’t investing properly in preventing security breaches. Cyberattacks happen constantly but as an online business, it’s important that they don’t...

Is the retail industry socially accepting? Winners and losers in the social media debate

Having a ‘good’ brand experience is the key to ensuring brand loyalty but a ‘bad’ experience can take a lifetime to forget. Social media has the potential to enhance customer experience but it also increases the opportunity for ‘bad’ experiences...

Customer first above all else

“The customer is always right” has been a well trodden phrase for many decades. Whether it’s an experience in a department store, within a restaurant, on board a flight or during a visit to the bank, consumers have always expected...

Digital customer relationships unpacked

A digital relationship can enable the connection of products in a customer’s wallet like this insurance and banking bundle for Gjensidige A digital customer relationship turns the idea of CRM on its head. Rather than the organisation controlling customer data, the...

eDigitalResearch mark another succesful year with 20% growth

Leading Voice of the Customer specialists eDigitalResearch have recorded yet another record-breaking, successful year with turnover now hitting £7.5million in the past twelve months, resulting in 20% year on year growth for the company. The rise in revenue was generated from...

Youstice steps in to solve online disputes

Youstice is a name you could be hearing more of as it promises a multi-lingual solution to on-line shopping disputes. With the ongoing growth in on-line business there are millions of unresolved shopper disputes – and Youstice is advocating a new...