Tag: uk

Social Media Reinventing Customer Service

It’s hard to ignore the major impact social media is having across the globe. As of 2012, users were uploading 72 hours of video to YouTube every minute. Celebrities have accumulated millions of Twitter followers, without paparazzi, in an online...

Building a VoC programme – where to begin?

Setting out to build a Voice of the Customer (VoC) programme sounds like a simple task, but with most businesses interacting with their customers through multiple channels, and customer expectations rising in most industries, you need to take a strategic...

Shining a beacon on all that is GOOD in UK healthcare

Well it was another amazing day of celebration and achievement for our stars of the healthcare industry. The PEN National Awards 2012 took place on Wednesday 6th February amid a buzz of excitement and anticipation. The healthcare industry has taken a...

The UK Customer Experience Index (UKCEI)

The UK Customer Experience Index (UKCEI) – Presented by Customer Experience Magazine and featuring the unique methodology of SpectrumInsight. In this, the first release of results for the UKCEI, we can reveal that Topshop have been giving their customers a truly...

UK Customer Experience Awards 2013

Categories & Entry Criteria – up close and under the spotlight This year there are 22 different categories up for grabs at the UK Customer Experience Awards 2013. With 12 different industry categories available, 8 discipline specific categories, plus Professional...

Waitrose – Measuring the Magic

Waitrose has demonstrated its commitment to continuous improvement of customer satisfaction by launching a customer experience management (CEM) programme with Empathica, the UK’s leading CEM provider. Replacing their current mystery shopping initiative, the new programme will be designed to assess the...

Your shoes or mine?

You know what it’s like, staring in disbelief at the TV, calling the contestant an idiot because they don’t know the answer! Of course, in the warm and cosy surroundings of our armchair, we usually answer in an instant, but...