Category: Uncategorized

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...

Customer Feedback: Why Smart Companies Go Beyond Collect and Act

The key to successful customer feedback is collect feedback and act on its findings to improve the customer experience. Correct? “Good but not good enough” to quote the recent Carling ads. Smart companies go one step further: they integrate feedback into...

How Does Your VOC Programme Measure Up?

At the end of the day, customer experience programmes should provide decision makers at all levels of the organisation with the information they need to build and deliver a successful customer-centric business strategy. To do this effectively, a programme requires...

Specialist mystery shopper training

Specialist mystery shopper training has been taking place at the Douglas Stafford head office to ensure the company’s shoppers are the best in the field. New recruits were put through their paces at Douglas Stafford’s head office at 1000 Lakeside, Portsmouth,...

Heather Small to perform at Customer Experience Awards

Wow! Are we thrilled that Heather Small – the voice of M People – will be performing live at the UK Customer Experience Awards in September. Heather and her distinctive voice have made her one of the most successful female...

SpeechStorm helps An Post Automate its Processes to Improve Customer Experience

In 2010, An Post, the Irish postal service set about addressing a series of issues which were impacting service quality to their customers. An Post selected SpeechStorm to provide solutions to customer experience and self-service challenges facing the company, through...

Customer Surveys in the Social Media Age

Legal cases about fake reviews on Yelp has shone a spotlight on the growing importance (and hazards) of online reviews for brand reputation. Here Gary Topiol, InMoment’s Managing Director, International, discusses how brands can best navigate the minefield of online...

How well do you know your customer?

The days when focus groups and surveys from sample groups were the only tools to glean customer feedback are long gone. Businesses now have access to a far broader set of tools to access insight from their entire customer base....

The Power of Segmentation: driving retailers to the right customer

It is vital within the retail sector for the central message of any given advertising campaign to reach the right customer. Customer Segmentation – breaking down consumers into various groups depending on age, income, location, purchase habits and so on...