Category: Uncategorized

What is great 21st Century Customer Service?

We are very proud and fortunate to work within the hospitality sector in the UK, alongside many people who value the delivery of customer service excellence as a critical success factor for any business. However, not every organisation and individual...

Hotel Staff Language Skills: Why Knowing Who Your Customers Are Is Essential

Is it silly to think that there’s still a term as ‘culture shock’ still existing in the age of globalisation? If you assume the answer to that is ‘Yes’, you probably haven’t heard of the term ‘Paris syndrome’. It’s a...

Still time to become a judge

Final arrangements are being made for the 5th annual UK Customer Experience Awards which take place on September 25th – and there is still chance for industry professionals to step forward as Judges for the event. Being a judge at the...

5* ways to give your customers the luxury experience

It’s easy to state that businesses should be going the extra mile to please their customers, but who sets the benchmark? When you’re unsure of what people expect and what’s considered as ‘going above and beyond’, it can be hard...

My Favourite Hotel Experience: Fish, Reverse Thinking and a Great Bed!

Not exactly the collection of words you would expect but does strangely sum up one of the most pervasively engaging hotel experiences I have had. Mobile Citizens of the world take note – CitizenM is calling you to experience a hotel...

Are You Giving Your Employees a Great Experience? Enter the new UK Employee Experience Awards!

The new UK Employee Experience Awards 2014 have been launched to recognise and celebrate best practice in the delivery and improvement of outstanding employee experience. The Awards recognise organisations, teams, leaders, managers and specialist professionals including those in HR, Learning...

Digital Celebrations

Winners of the first ever UK Digital Experience Awards 2014 are still celebrating their well-deserved accolades. Created to recognise and celebrate the delivery of exceptional customer experience through digital channels and media, the Awards proved to be a stunning digital showcase. Held...

Up the Gumtree

Gumtree welcomes Gioia Manetti as its new Chief Customer Officer. She will be responsible for marketing, customer support, and the core product team, as well as supporting the business strategy to become one of the top ten sites in the...

How Research Can Ensure a Consistent Customer Experience

A few weeks ago I took a train journey from London to Manchester with an operator which prides itself on its fun brand and excellent customer experience. I had a number of interactions – or touch points – with the...

Why your summer holiday could be the start of your business

As we hit the height of summer in the UK, hundreds of thousands of employees will be counting the days to their summer holiday – when they can jet off, relax and soak up the sun. Having a vacation is...