Category: Uncategorized

Why is the customer experience of the Motor Industry so often so bad?

Every automotive brand is trying to create an army of loyal advocates but very few are succeeding to an extent that is really driving profitable growth. Why is this? Let me start by saying that I am not a habitual Motor...

Investing in our obsession with customer service

DPD is the fastest growing parcel delivery company in the UK and has experienced unprecedented growth of 20% a year in recent times. The success is down to an obsession with being totally customer-centric. Not just one department doing ‘customer...

Four Innovations Driving the Automotive Customer Experience

The automotive industry has always depended on innovation to develop today’s super advanced vehicles. These four innovations are revolutionizing the automotive customers’ experience. “If I had asked people what they wanted, they would have said faster horses.” This much-repeated quote, attributed...

5 Tips for Handling Contact Centre Crisis

In today’s customer-obsessed culture, consumers have come to expect excellence in all areas of service. This has been the driving force behind things such as 24-hour access to customer support and delivery of anything from groceries to cars on their...

Market Insight Series – Retail

A white paper exploring the real ROI of Customer Experience Produced by Jerry Angrave Customer Experience: Short-term fashionista or sustainable growth driver? Download White Paper ...

The importance of customer insight to brands and supermarkets

Tony Nunan, MD of Visuality Group, the integrated research and design agency helping branded and retail clients win at point of purchase Upon entering a supermarket, it is probably obvious to shoppers that a huge amount of work has gone into...

The Current State of Customer Experience – Global Companies Are Not Fully Committed

Customer experience strategies have become increasingly important over the past few years as the landscape is dramatically changing. Companies are facing more complex customer issues as a result of customers’ increasingly higher expectations. We have found that most companies are still...

Why used car leasing remains a great choice in the ‘robust’ current market

The used car market in the UK remains ‘robust’ with no sign of any shocks on the horizon. That’s the view of a leading motor expert who believes that the UK used car market is set for a ‘soft landing’...

Social enterprises and charities are not exempt from the need to improve their customer service or customer experience

Let me tell you a story related to a social enterprise project that I am setting up… We were looking for training rooms for our project and I contacted three potential providers, all charities/social enterprises, that were in the right location...

The three uses of content marketing for auto brands

In today’s automotive marketplace, there is a growing misalignment between the emerging needs and behaviors of customers and the traditional way of marketing to those customers. Customers are more informed than ever before, with frictionless access to a universe of resources...