Paul AinsworthPaul AinsworthMay 10, 2019
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3min305

UK Customer Experience Awards winner Feefo is revealing good news for the travel industry, with a new study showing 70 percent of UK holidaymakers believe a good experience is provided by companies.

The reviews ands customer insights firm, which won Silver in the Best use of Insight & Feedback – Solution or Programme category at the UKCXA finals in London’s Wembley Stadium last year – has published a new eBook using research conducted among 500 UK consumers.

It provides exclusive insights into fast-emerging travel trends from significant industry insiders such as Karl Thompson, Managing Director of Sandals UK & Europe; Gavin Tollman, CEO of Trafalgar Travel Group, and Austin Houghton-Bird, Online Customer Experience Manager at UK Complaint Handling Awards winner Thomas Cook.

Although the research finds most consumers are positive about Customer Experience in the travel industry, 30 percent are either unhappy or unimpressed with what they paid for. Moreover, only a little more than half of the 16-24 age group (54 percent) have a positive word to say about their most recent experience of booking a holiday.

Matt West, CEO at Feefo, said: “There are still serious CX gaps in the travel industry, even though the research is broadly positive. As our highly-respected contributors make clear, consumers in today’s experience economy value consistent quality and uniqueness over mundane factors such as price.

“The relatively low level of satisfaction in the 16-24 age group, for example, indicates how too often, younger travellers don’t find the unusual or spectacular ‘Instragrammable’ experiences they demand. Or it may be the full integration of technology which they take for granted, was not available.

Matt added: “Successful operators know they must use cutting-edge customer insight tools to understand demand and keep ahead of changes in sentiment or taste.”

 

 

 


Paul AinsworthPaul AinsworthApril 8, 2019
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2min374

UK Complaint Handling Award winner Thomas Cook has extended its partnership with customer review tech experts Feefo to cover the UK travel giant’s sporting experience brand, Thomas Cook Sport.

Building on a three-year relationship with Feefo – which in 2015 won a UK Digital Experience Award – Thomas Cook Sport will deploy their AI-powered, invitation-only insight platform. Feefo’s solution enables customers to post real reviews about the experiences they have had at some of the world’s greatest and most glamorous sporting events, such as the Wimbledon Tennis Championships or Formula 1 Monaco Grand Prix.

Rob Slawson, Head of Thomas Cook Sport, said: “As a company dedicated to giving our customers amazing experiences, we value transparency and openness above all else, which makes Feefo the perfect partner. Our customers will now be able to share hugely valuable and real opinions with us and fellow sport-lovers because of Feefo. We always listen to our customers and this gives Thomas Cook Sport an opportunity to gather actionable insight that will be used to improve Customer Experience.”

Feefo stands apart from other review platforms through its transparent, invitation-only approach and the power of its disruptive technology. Only real customers can post reviews, whether good or bad, providing a wealth of analytics that fuel smarter business decision-making.

Feefo CEO Matt West added: “We are thrilled to be partnering with such an exhilarating brand. Our technology empowers brands to engage more smartly and more intimately with their customers than ever before. Through the agility of our smart technology, we extract the true value of customer opinion, increasing a brand’s reputation for trustworthiness and transparency.”

The 2019 UK Digital Experience Awards are taking place in London’s Park Plaza Riverbank on July 12. 

 


Paul AinsworthPaul AinsworthApril 2, 2019
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4min408

London is the global centre for senior Customer Experience career opportunities, new research has shown.

A study by customer insights technology company Feefo was conducted by trawling more than 120,000 job listings from ten leading countries, retrieving senior Customer Experience job roles and analysing them. The research reveals that London, with 2,668 vacancies, has over five times (532 percent) more senior CX job opportunities than the average of 422 for the rest of the world.

The research also shows there is wide fluctuation in the opportunities available in different cities.

The top five cities advertising the most jobs were as follows:

  1. London: 2,668
  2. Seattle: 2,555
  3. New York: 2,344
  4. Toronto: 694
  5. Sydney: 388

Analysis of salaries on offer in both the UK and US for those in senior roles found that in the UK, 33 percent of senior CX jobs offer a salary of £50,000 or higher versus only 25 percent in the States. This could reflect the greater sense of urgency felt in the UK for recruiting Customer Experience professionals.

“Customer experience is overtaking price and product as the number one differentiator for business and in response to this, the CX sector has grown massively in London over recent years,” said Steph Heasman, Director of Customer Success at Feefo.

“The number of senior job opportunities now available is a reflection of the commitment businesses are making to improve the customer journey. To drive this forward, businesses must now consider the transformative role of technology, as maximising the customer journey requires insight as well as human resources.”

The job roles with the highest demand in the UK were:

  1. Customer Experience Manager: 42 percent
  2. Head of Customer Experience: 22 percent
  3. Digital Customer Experience Manager: 15 percent
  4. Head of Customer Insight: 14 percent
  5. Head of Customer Trust: seven percent

The results align with research from the Economist Intelligence Unit, which last year reported that more than one-in-four (26 percent) UK companies have increased investment in Customer Experience by more than 25 percent in the last three years.

The companies advertising the most senior Customer Experience job roles in the UK were:

  1. Amazon: 46 percent
  2. BT: 17 percent
  3. Vodafone: 16 percent
  4. HSBC: 11 percent
  5. Barclays: 10 percent

The findings indicate that while London is placing much importance on CX development and recruitment, the UK as a whole could have some catching up to do. The US has 316 senior roles vacant per million of the working population, and Canada 103, but the UK is a distant third with just 70.

The lack of CX leadership opportunities for the UK compared with the wealth of opportunities in London suggests that not only is the UK’s capital ahead of many countries in CX investment and recruitment, but that it is also ahead of the rest of the country.

Other European countries such as France have a mere of 2.9 (senior CX job vacancies per million), and Germany 6.9. This may well change as the Economist Intelligence Unit predicts investment in customer experience across Europe will increase by 10 percent in the next three years.

 




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