Tag: Customer engagement

Consumers are committed to fashion brands despite economic difficulties

55% of UK consumers still actively engage with their favourite fashion brands, even if their financial situation doesn’t currently allow them to purchase their products. Consumers see this engagement as a view of purchasing once again as soon as their...

Is poor listening hurting customer experience? 

Customer happiness should be stronger than ever. Businesses have almost unlimited scope to collect deep insights about individual needs, while three in ten customers are willing to pay more for products that come with better service. So, why are satisfaction levels stuck at...

TikTok shop committed to being the e-commerce “marketplace of the future”

Next month, TikTok shop will be raising its seller base commission fees in the UK from 5% to 9%. This is to help with the social media platform’s commitment to build their e-commerce as the “marketplace of the future”.  “We...

Hospitality: The heartbeat of exceptional experiences

This piece was co-authored by Michael Mattson, Chief Empathy Officer at Walk A Mile CX, and Nick Bond, CXO at Apex.Close your eyes and imagine stepping into a world where you are the centre of attention, where every detail is carefully...

Most executives are unprepared to build strong personalisation strategies 

The majority of executives are ill-equipped to track about consumers’ preferences and behaviour online following Google’s plans to eliminate third-party cookies. Research from Optimizely, which surveyed marketing, e-commerce and IT executives across six global markets found that a massive 97% were...

Elevating the travel experience: How omnichannel, personalised and proactive support drives customer satisfaction

The staycation era is well and truly over. Building on two years of sustained resurgence in international travel, a return to pre-pandemic levels of passenger volumes is on the cards for 2024. With global restrictions all but gone, and consumers browsing the widest choice of direct flight destinations seen since 2019, globe-trotting tourism is back. Yet the gathering momentum is likely to wrong-foot many travel providers, as they struggle to overcome both familiar and new obstacleswhile servicing significantly increased demand.With geopolitical tensions mounting, and extreme weather...

Explore how to collect – and act on – the right customer insights

Customer feedback can make or break a business. Yet, most companies still grapple with how to effectively collect and use customer insights. According to the CallMiner 2023 CX Landscape Report, the majority of teams still collect mostly solicited feedback (71% in 2023...

Rise of machine customers poses new CX headaches

Ever heard of a machine customer? Other than thinking about the Terminator movies, or possibly Westworld, not many people have. James Dodkins, CX evangelist and self-appointed ‘chief content officer’ at Pegasystems, believes that is all about to change.According to Dodkins,...

How to make self-service a success

This piece was co-authored by Michael Rendelman, Senior Specialist, Research, and Keith McIntosh, Senior Principal, Research in the Gartner Customer Service and Support Practice.Self-service has been regarded as a game-changer for customer service, but many organisations still struggle with low resolution rates. Customer service leaders...

Customer first: The loyalty and pricing unlock 

Consumers have mixed feelings about the economy. There is a sense of optimism as inflation has stabilised… But spending levels remain similar to previous quarters. Consumers are still trading down in search of better value and roughly one-third are continuing to monitor their expenses carefully. This has put ‘brand promiscuity’ at an...