Search Results for: strategy

Does your online experience create a great impression?

At the 2013 Customer Experience awards the judges were on the hunt for a company offering an exceptional experience to customers online. Clothes2order, a company supplying clothing to businesses for uniforms, promotions and events, with all orders taken via its...

How can real-time customer service improve your customers’ online experience?

Online experience is very much based on self-service. Part of what defines a well designed website is the facility with which visitors can access the information they need. The website’s architecture, design and the ‘Frequently Asked Questions’ section play an...

Autoglass has a clear vision for a great customer experience

It was a dark and stormy night. The woman, stranded by the side of a motorway on the rawest of December days, shivered and peered anxiously into her rear view mirror hoping to see the reassuring lights of the breakdown...

Findel Education – Transforming Customer Experience

Getting shortlisted for the UK Customer Experience Awards is an achievement in itself. Winning an award is a huge success. Findel Education fought off strong competition from the likes of LV, Virgin Media and Capita to win Best Business Change...

Put your customers in the driving seat

How to make sure customers influence your business As they hurled themselves around the race track in some of the fastest cars on the planet, the irony wasn’t lost: Easynet’s customers were literally and figuratively in the driving seat. This was...

Contact centre: Heart of the business or outdated irrelevance?

Paul Scott discusses the contact centre’s future in light of findings from the 2103 Dimension Data Global Contact Centre Benchmarking Report. For decades customer management leaders have argued that the contact centre should sit at the heart of business strategy and...

Using IT To Further Improve The Customer Experience

Creating a sustainable environment where customers feel comfortable to provide feedback requires a safe and easy way for them to communicate their thoughts. A recent NHS project we have undertaken involved creating a system for patients to provide feedback for their...

Double tweet success for Disney

Disney has done it again and topped the tweeting leadboard for the second time this year, according to the UK Customer Experience Index (UKCEI). Happy customers with positive messages about the brand have put Disney in first place after more than...

Employee Engagement

Supercharging your Customer Experience… Strong financial results, the ultimate goal in business, are strongly connected to the degree of loyalty among a company’s customer base. A large number of companies have therefore focussed strongly on their net promoter score (NPS) and...

New Health Sector Nowember

NEW Health Sector In partnership with the Patient Experience Network Note from Ruth Evans Hello and welcome to our October edition of our PENLetter. With 5 editions under our belt, we are now settling into the swing of our newsletter; thank you so...