Category: Features

The CX Legacy of Tony Hsieh

The Former CEO of Zappos has a unique approach to forming relationships with customers, and changed the way we bought shoes.   Tony Hsieh, Zappos CEO and Customer Experience trailblazer, lost his life tragically in a suspected accidental house fire in November....

0
(0)

Customer-centric Brands Understand the Power of Service Recovery

It is a fact that any organisation, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers. However, if service recovery is done effectively, it can lead to...

0
(0)

CX-iness – What Is It and How Do You Get It?

An old flame once said to me, “If you can’t be beautiful at least be interesting”. At the time it hurt, but it got me thinking about what makes us attractive. Many decades later, as a CX professional, I ask:...

5
(1)

Christmas Ads: A Playbook for Customer Engagement

It’s that time of the year again – Christmas is fast approaching and the much anticipated Christmas ads are landing on our screens. Major brands are fighting for centre stage and people are keen to know what characters, stories, and...

0
(0)

Recruiting and Onboarding New Starters in a Virtual World

Long before Covid-19, working remotely was a benefit many businesses offered their employees, alongside additional holiday or private health insurance. But as hybrid working shifts to become ‘business as usual’, it’s hard to imagine exactly what the world of work...

0
(0)

A Lack Of Customer Experience Budget Doesn’t Justify A Budget Experience

You don’t need money to alter the way you treat customers or people. If your hands are financially tied, you’re operating with limited budget or influence don’t be disheartened. There are ways to make an experience impact. Background A recent CX project posed...

5
(1)

The Final Countdown for Retailers

Now that the dust has settled on Black Friday, it’s time to look back and examine how the much-anticipated sales event turned out for digital brands.  With the pandemic restrictions continuing to impact shopper behaviour, it’s important to consider how brands...

0
(0)

A Practical Guide to Winning Awards

At a Glance Getting a business award or being recognised by a third-party organisation could help attract and retain customers and employees.To win an award, having the facts on your side does not suffice; you must also have the right strategies...

0
(0)

Gamification: Boosting Employee Retention in Customer Service

It’s no secret that employee retention is one of the largest operational issues facing companies around the world. From profitability to workplace morale and service quality, a high staff turnover rate can be detrimental to all aspects of a business. As...

0
(0)

Making it onto the ‘nice’ list this CXmas

Tis the season to be jolly. Tis also the season that leaves room for some serious customer experience faux pas. At this time of year, some staff are starting to wind down. Some businesses may even close over the Christmas period,...

0
(0)

Consumer Experience Has a New Look, Embracing It is Vital for 2021 Success

After a year of constant global disruption, consumer experience hasn’t completely changed shape — but it is looking distinctly different. As rolling lockdowns have limited real-world connection, technology’s role in brand interaction and purchasing has grown exponentially; sparking record levels...

0
(0)

How to Drive Rich Customer Insight and Rapid Innovation in Turbulent Times, part 2

In last week’s article, we focused on the practical steps brands can take to drive richer insights through understanding customer signals in a climate where the pandemic has altered the ways in which customers interact with brands. Capturing and analysing...

0
(0)

On the First Day of Christmas My True Love Sent to Me

‘I’m bored, I’m the chairman of the bored’ was released by Iggy Pop in 1979. I love that song. There are three earworms in my life that crop up when my state of mind needs them. The first is ‘Men of...

5
(1)

Is Amazon the only answer?

To Amazon or not to Amazon – that is the question for many retailers. With the retail giant’s third quarter results showing profits triple and a 37 per cent increase in earnings, other retailers are understandably concerned. Do they use Amazon...

0
(0)

Excellent Customer Service: The Unexpected Benefit of Lockdown

With the boom of the online era, customers in many sectors have become spoilt for choice when it comes to both products and services. With more options than ever and the ability to quickly compare offerings between companies, decisions can...

0
(0)

CXM’s Top CX Stars: 2021 Edition

The CX Stars list of the UK’s top Customer Experience Professionals and Influencers is returning to CXM for 2021. CX Stars is Customer Experience Magazine’s annual list of the country’s most dedicated CX Professionals who strive to transform businesses and place...

5
(3)

The 6 Top Customer Experience Trends in 2021

The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly adopt remote work and further increase their use of digital channels. A McKinsey study shows this situation could have saved five years on the adoption of...

0
(0)

The Journey to Effortless Customer Care: Digital Workflow Solutions Need to be Simple, Fast, and Affordable

Operating a business in 2020 is challenging in ways that few of us could ever have predicted. Rarely have we seen change occur with such magnitude or velocity. Customer-demand fluctuations, fractures in supply chains, workforce disruption, and rapidly evolving government...

0
(0)

The Importance of Real-Time Customer Feedback to Deliver on the Promise of CX in Our “New Normal”

Throughout this pandemic, businesses have been trying to get a handle on what the “new normal” needs to be for their customers’ experience today as well as tomorrow. Add to this challenge the clear and present need for businesses to...

0
(0)

How to Drive Rich Customer Insight and Rapid Innovation in Turbulent Times

The global pandemic has rapidly altered the way in which customers interact with brands. In-person interactions have been largely replaced by digital, telephone, and other contactless interactions. Significantly, instead of being able to choose how to interact, these changes have...

0
(0)
1 2 3 4 5 53