Category: Uncategorized

Retail Loyalty: How to Earn It through Your CX

Loyalty is usually defined as a strong feeling of support or allegiance towards something or someone. It’s also something that apparel retailers consider to be in short supply these days: a mid-2014 survey suggested that ‘maintaining customer loyalty’ is the...

When You Are in Your Customers’ Homes, You Have to Make It Right

By Christopher Brooks: Continuing my series of interviews with heads of customer experience, I caught up with Toni Adams, Head of Customer Experience at Carpetright. Based in Purfleet, Essex the retail giant serves almost 600 stores across Europe. From under one...

How Retailers Can Ensure that Santa Claus Comes to Town

For many, their favourite time of year is fast approaching. For retailers, the run up to Christmas is their biggest sales period, with a record £104bn spent over the six week Christmas period last year. 2015 is set to be...

Your Brand Is Really Your Experience

Brand is everything, isn’t it? That is the message I’ve heard many times over the course of my career, usually associated with an advertising campaign, a rebranding exercise or some product placement into the market. The meaning of brand seems...

A Customer Is Not Just For Christmas

Just over a fifth of organisations (22%) rank customer experience as the single most exciting opportunity for the year ahead, according to a recent global survey of more than 6,000 marketers and internet professionals. 78% of companies agreed that they...

Charities, NGOs and Volunteers – The Backbone of Refugee Support

by Customer Experience Magazine An incredible 670,000 people have arrived in Europe during 2015, fleeing conflicts in the Middle East, Africa and Afghanistan. Winter is approaching, and the concerns around Europe’s worst refugee crisis since World War II are intensifying in...

ING Belgium Joins Entrepreneurs on the Fast Track to Crowdfunding

In partnership with Seedrs and KissKissBankBank, ING Belgium is launching a fast-track procedure for its business clients on these two crowdfunding platforms. This will enable entrepreneurs to diversify their funding sources and also to test their projects with a broad...

The EU Finally Wakes Up and Realises Safe Harbour Doesn’t Work!!

And everyone looks surprised! What did the Safe Harbour agreement actually do? In EU law (from which the UK Data Protection Act is drawn), a Data Controller who needs to transfer data outside of the European Economic Area, must do due diligence...

A Blog by an “Apprentice” about Mentorship

Last Tuesday (27th October) was the national mentoring day and in honour of this and the start of the new season of BBCs the Apprentice, Mark Wright the 2014 winner has prepared these top tips on mentorship. “Richard Branson once stated...

Mum & Dad, I Need a Loan

Younger SMEs are more likely to consider a diverse range of options when seeking finance or information to expand their business, including turning to friends and family, compared with older companies, the Business Banking Insight (BBI) has found. An ICM poll...