The results from a recent study published recently by field marketing agency Gekko entitled ‘Smart Home Shopper’ reveals that more than half of Brits have purchased smart technology for their homes – but have little idea how to use it.  

The study which investigated smart home purchasing behaviour found that 56 percent of adults have bought the latest must-have smart home tech, including WIFI controlled security cameras, heating systems and speakers – but have been left scratching their heads when they get them home.  In fact, three in ten consumers regretted buying at least one or more items of smart home technology because it proved so difficult to get up and running.

Nearly a third of adults say they never read instructions or manuals when they buy a new piece of kit, while 21 percent admit that although they have a love of tech, they are intimidated by the complexities of it.  Thirteen percent of consumers who have invested in smart home technology said they couldn’t get all their devices to connect – which is the whole point of having a ‘smart home.’  More than one in ten have used a piece of smart home tech once and never again.

The trickiest bit of kit to install was security equipment (45 percent), including app-controlled doorbells, motion sensors and CCTV, however 28 percent couldn’t get their smart lighting to work and 35 percent came unstuck when installing their smart heating system. Twelve percent claimed poor WIFI connection made installation difficult and 15 percent confessed to lacking any technical ability.

Surprisingly and despite its current popularity, 30 percent of adults that have purchased a smart speaker such as the Amazon Echo or Google Home don’t understand all its functionality.

Those people that bought their smart home tech from a brick and mortar retail store did so to play, touch and feel the product (40 percent), get advice from sales staff (30 percent) and a demonstration (30 percent).

Daniel Todaro, MD, Gekko comments:

“It’s clear from our study that smart home tech is popular, but people don’t know how to fully utilise the devices to meet their lifestyle needs – whether that’s convenience, money saving, leisure time or learning.    

This is a great opportunity for retailers, especially brick and mortar to improve the customer experience within the smart home tech category by having an environment where consumers can ‘play’ and a retail team that understand each product in detail and can match consumer need to product performance.    By solution selling it’s a win win for the customer and the retailer – the retailer can enrich the sale by demonstrating the whole product portfolio and functionality and the customer gets a product that’s fit for purpose. 

Traditional retailers have never been under so much financial pressure to adapt to today’s market conditions, so they must use what they’ve got to make every customer visit worthwhile.”



We’ve all played games in our lives, starting when we were very young. Those first games helped us learn how to follow rules, how to be respectful, and how to motivate ourselves to learn and to advance—because winning, of course, offered rewards, even if it was only to feel good about our accomplishment.

And without us really knowing it or understanding it (unless we’re involved in marketing), we’ve been taking part in the gamification of customer service basically all our lives. Think about it: You sign up for a rewards card with a store. Then you spend money, based on the feel-good nature of getting “points,” which leads you to deals, which makes you feel better about your purchase. It’s the extension of those games we learned as toddlers, only this time there’s actual money and goods changing hands. So how can you up your gamification of customer service? This graphic explains it.

Source: Salesforce

CXM Editorial TeamCXM Editorial TeamApril 18, 2018


According to the Health and Safety Executive, around 12.5 million working days are lost due to work related stress in 2017, with 526,000 British workers suffering from mental health issues such as depression and anxiety.

Following these statistics, Ciara Morrison, Head of HR and Talent at Instant Offices, has identified the early signs of Burnout and how to effectively avoid hitting rock bottom…

Parker FitzgeraldParker FitzgeraldJanuary 26, 2018


Earlier this month, new regulations in retail banking and payments across the EU came into force, allowing thousands of companies that aren’t banks to gain access to financial data and payment accounts.

Many experts are predicting a digital revolution in banking, so what is changing? How quickly will it happen? And what does that really mean for consumers?

In essence, banks and other organisations such as Google, Amazon, and Facebook will provide new and innovative financial products and services. By 2020 we expect the digital transformation in banking to be in full flight, meaning consumer banking will fundamentally change.

Incumbent banks will be competing with thousands of other companies from across Europe. The large technology companies are likely to offer new ways to pay and we are already seeing new services emerge from the likes of Google. The path is also clear for much smaller, niche providers to move into consumer banking, as the regulation allows new entrants to interrogate financial data, move money and manage finances on behalf of consumers.

Whilst these new players must meet new regulations, including increased security and regulatory reporting, they won’t have the same level of regulatory scrutiny as banks.

Of course, the introduction of new regulations and the ensuing market disruption will bring with it some adverse consequences.

The risks and impacts associated with this regulatory change remain unclear. The responsibility for operational resilience, which has been at the heart of banking payment systems for generations, will be dispersed across thousands of organisations.

Large online retailers are likely to encourage customers to use online payments instead of cards to reduce their costs. If that happens, banks will see online payment volumes increase, potentially putting a strain on critical payment infrastructure.

There are also concerns across the banking community about their customers’ data security. Criminals could look to capitalise on the new open banking ecosystem to misappropriate funds and steal sensitive financial data.

All of this means that there is likely to be a period of operational instability as banks learn to manage increasingly large and unpredictable volumes, and protect their customers from new types of cyber-attack.

In summary, the new regulations mean many consumers will enjoy the benefits of new, exciting digital products and services. However, in 2018 it will be more important than ever for industry and consumers to be vigilant, by protecting their online bank account login information and personal financial data from cybercrime and fraud.

CXM Editorial TeamCXM Editorial TeamJanuary 11, 2018


Almost half of global professionals don’t think that their marketing works the way they want it to.

Considering this, online marketing and SEO specialists, Reboot sought to investigate how companies feel toward marketing in 2018 – establishing what is a priority, challenge, and trend.

To achieve this, Reboot extracted data from the report State of Inbound by HubSpot. It revealed marketers will likely focus first on converting leads into customers (70 percent) and growing traffic to their website (55 percent.)

Alongside this, global professionals identified the main disruptors in marketing in 2018 will be: Artificial intelligence (A.I.), Virtual Reality (V.R.) and social platforms.

Interestingly, just 61 percent of 6,399 global professionals believe their marketing strategy is effective. To combat this, Reboot chose to look at five effective marketing swaps to transform your business in 2018:

Lucy BentonLucy BentonDecember 25, 2017


Email marketing has a long history and although we are witnessing the rise of new technology and marketing techniques, it’s not going anywhere.

From the moment Ray Tomlinson sent the very first electronic email in 1971, this form of communication has become fundamental for both personal and business interactions with other people.

Even though email marketing is straightforward and seems easy, it still requires a great deal of effort coupled with wise decisions. As you are already aware, it’s not just about sending newsletters and updates – success depends on emails you send. Options are endless and we can send emails about a multitude of topics and engage customers, but what are the best options for e-commerce stores?

Bearing in mind that the struggle is real and it can be very difficult to determine the best emails to send, created a practical infographic. The useful visual presentation features seven emails your e-commerce store should send to its customers.

In addition, the infographic also explains the benefits of each email type and gives useful advice to improve your strategy. Implementing these suggestions is the easiest way to ensure recipients open every email and visit the online store where they’ll make a purchase.


Lucy BentonLucy BentonDecember 12, 2017


Instagram is one of the most relevant social media platforms, with more than 800 million users – a big opportunity for organisations looking to grow a large following.

Understanding how to direct even a portion of that attention towards your products and services can yield very big returns.

Your details can spread like wildfire: hit the right buttons for your most loyal followers and they’ll share your content with potentially huge social circles.

Up to 60 percent of well-known companies are currently using the platform, and it’s estimated that over a million advertisers are active on Instagram.

You can learn from the already huge number of business-related posts that are working wonders for other brands. There is no need to invent anything yourself when so many free examples are popping up on a daily basis.

However, as you can see in the graphic below created by Proessaywriting, there are still a lot of myths surrounding this particular social media platform.

Check it out to begin your Instagram marketing campaign in earnest, without the common worries holding others back from taking the plunge.



CXM Editorial TeamCXM Editorial TeamNovember 23, 2017


It seems clear that the great British public will now very rarely be bothered to write or call companies when something is wrong.

Instead we are likely to simply moan or let rip on social media before stopping to use a brand or service, probably without telling the company – a trend that has spawned the growth in social media monitoring.

That’s just one of the main findings from the annual ‘Customers in Britain’ survey earlier this year, which records that ‘traditional’ complaint behaviour now runs at less than half the volume recorded a decade ago.

Until about 2010 the survey regularly recorded that about half of all adults made three or more complaints per year to any brand or organisation – and it’s these higher volume complainers who in particular have gone elsewhere: no doubt social media is now their main channel.

Perhaps less surprising is that the highest proportions of classic ‘direct to the brand’ complaints behaviour is generated from more traditional rural areas, the older age bands and more upscale social groups.

In terms of sector, we have seen for many years that the highest volumes of complaints are received by the supermarkets, banks and utility suppliers. However, whilst retailers generally do well at turning adversity to their advantage, with no-quibble refunds or exchanges, utilities struggle to get the same high scores for complaint handling and satisfaction, whilst the lowest scores for complaint resolution go to Central and local Government services.

‘Customers in Britain’ is an annual survey available to purchase, with a free overview also available from Firebrand Insight.

CXM Editorial TeamCXM Editorial TeamNovember 16, 2017


Despite plenty of evidence that shows people are feeling economic pressure, the annual ‘Customers in Britain’ survey also underlines the strong priority we consistently put on customer service, and a willingness to pay well to get the best.

Of course, providing excellence makes real sense as over eight in 10 customers will readily talk about great or poor service on a regular basis to others. Other headline findings are:

  • Over four in 10 are prepared to pay more for better service – that’s twice as many as reject the idea; a consistent survey finding for some years
  • Similarly, almost half of us say we will not accept poorer service just to gain lower prices: 20 percent more than those agreeing with this idea
  • But a large majority expect there to be some service cuts as companies try to protect their margins when times are hard, even if we really don’t want standards to fall

These findings and others on the survey underline the need for service brands to work hard to identify, promote and deliver the essential ‘must have’ elements of their offer, if they are to build their reputation.

‘Customers in Britain’ is an annual survey available to purchase, with a free overview also available from Firebrand.

CXM Editorial TeamCXM Editorial TeamNovember 14, 2017


Customer care is an integral part of every business’s success. Customer service is a way of building a better relationship with your customers, thus increasing the opportunities for a positive impact on sales and customer loyalty.

Social media has not only emerged as a platform for marketing and advertising, but it is also a great place to build a caring community that would get social and engage with your customers, which is a must for boosting your brand’s image. In the infographic below, Website Builder outlines the benefits and the importance of social media customer care.

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



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