Customer Experience

Better CX Tools For Twitter: Too Little Too Late?

Mark Hillary | Posted 24.11.2016 | UK Tech
Mark Hillary

Customers have been extensively using Twitter to contact brands and ask for support for at least five years so it's surprising that they took this long to improve the interface. It was only recently that they removed the need for users to be following each other to send DMs, which was a major issue for brands that wanted to support customers using Twitter.

Stopping The Customer From 'Checking Out', While Building Long-Term Customer Engagement

Trish Young | Posted 23.11.2016 | UK Tech
Trish Young

The omni-channel and seamless shopping experience is the Holy Grail many retailers continue to seek to achieve. Companies are told that the customer expects the same level of brand engagement whether in-store, on a phone, a computer, tablet or mobile and by delivering this, the customer will remain a loyal shopper, spend more, returning again and again.

The Customer Is Now In Charge!

Mark Hillary | Posted 18.11.2016 | UK
Mark Hillary

Customers and stand-up comedians usually still think of the customer service process as difficult. The long waits on hold and the inability of custome...

Customer Experience Ex Machina: AI On The Rise, But Not Ready To Fully Replace Human Touch

Oliver Richards | Posted 04.11.2016 | UK Tech
Oliver Richards

One technology attracting attention is artificial intelligence. AI and its current early form, machine learning - computers that can "think" for themselves and tailor their actions and responses to situations based on experience - is going to play an increasingly significant role in our everyday lives.

What Can We Learn From A Two Century-Old Beer Festival?

Trish Young | Posted 04.10.2016 | UK Tech
Trish Young

To stand out against the competition, build brand loyalty and engage with the customer, digitising the customer experience is essential. Brands need to enhance the customer experience if they want to seriously capitalise on the popular 'pop-up' or festival opportunity

Pokémon Go Shows What Augmented Reality Can Do For Customer Experience

Mark Hillary | Posted 15.07.2016 | UK Tech
Mark Hillary

Everyone is suddenly crazy for Pokémon Go. Nintendo has set the world alight with their Augmented Reality (AR) game and watched their share price soa...

Customers Now Prefer Shopping Online To In-Store

Mark Hillary | Posted 01.07.2016 | UK Tech
Mark Hillary

I have been reading several research reports from both sides of the Atlantic recently that talk about how customers are starting to favour the online shopping experience over the real, in-store experience. How could this be? Haven't retailers always found that some customers prefer to see and touch products before purchasing?

Will Millennial Customers Demand A Better Experience?

Alistair Niederer | Posted 21.04.2016 | UK
Alistair Niederer

One of the key drivers of change in the way that customers expect service is that the millennial generation is becoming so dominant in society. These are the people born from 1980 up to the millennium who are now university age up to their mid-thirties.

Three Reasons Why Feelings Matter in Business

Lucy Griffin-Stiff | Posted 07.03.2016 | UK
Lucy Griffin-Stiff

Simple really, people have feelings. Customers, employees, and pets, all have feelings. We care about feelings The customer experience and employee...

Avoiding the Pitfalls of 'Regretful Tuesday' Following a Weekend of Frenzied Sales

Henning Ogberg | Posted 27.11.2016 | UK Tech
Henning Ogberg

Joining the likes of Barbie and Beyoncé, the hamburger and powered flight, it seems that Black Friday and Cyber Monday are two more American imports that have taken up a permanent berth in the British consciousness.

Experiencing Bookstores All Over Again

Mark Hillary | Posted 27.11.2016 | UK Entertainment
Mark Hillary

I am a Kindle addict. I love the immediacy of being able to hear about a book on a radio show, or reading a review online, and immediately seeing that book on my Kindle with just a couple of clicks. The Kindle makes it easy to get my hands on any book that I want immediately.

In The Era Of The Democratised Customer, What Kind Of Customer Service Do You Prefer?

Alistair Niederer | Posted 02.06.2015 | UK
Alistair Niederer

For the past few years I have been blogging about how far and how fast customer service has changed. A decade ago companies would give you a phone num...

Are You Being Served? Supermarket Customer Service Reviewed By... You

Ben Stockman | Posted 18.05.2015 | UK
Ben Stockman

Unlike many consumer reports which tend to focus on price and other elements, a new report written by customers, for customers has named Morrisons top supermarket for customer service...

When Was The Last Time You Actually Enjoyed Calling A Contact Centre?

Alistair Niederer | Posted 28.04.2015 | UK
Alistair Niederer

This move to customers using multiple channels at all times has been supported further by the prevalence of smart phones. Internet access from almost anywhere is easy today and the culture of engagement has been accelerated because of this.

Start-ups Will Bring Consumers Higher Levels of Service This Year - Benefiting All of Britain

Chris Ciauri | Posted 28.03.2015 | UK Tech
Chris Ciauri

Word-of-mouth is still the best way to grow a business, and with social media, there's never been a better time to encourage people to share their strongly positive experiences widely. Each customer can influence tens, even hundreds of people nearly effortlessly.

Up the Amazon Without a Paddle - A Bad Reviewers Review

Andrew Telling | Posted 06.10.2014 | UK Tech
Andrew Telling

Companies placing responsibility in the hands of the public is both bold and precarious. Nowhere is this more evident than in the review sections that gild the product pages of Amazon. Of course, the majority serve as a valuable steer for would-be customers. Many, however, fail to reach even the most basic criteria required.

Delighting the Customers of the 21st Century Business

Miguel Milano | Posted 29.09.2014 | UK Tech
Miguel Milano

Subscription models are fast becoming the norm in our increasingly digital society, but the upshot is a much greater need for businesses to understand and create active two-way conversations with their customers.

Great Customer Experience - Coming to a Company Near You, or Is It?

Garry Veale | Posted 16.07.2014 | UK Tech
Garry Veale

Technology is only as good as the thinking and planning behind it; and new customer initiatives are only as good as their design and implementation. The companies that fail to understand this are risking not just money, but their reputations and livelihoods too. Good customer experience programmes can hold the key to every business's future.

Customer Service Must Keep a Place for Paper

Christian Toon | Posted 11.06.2014 | UK Tech
Christian Toon

The Iron Mountain study revealed that over half (57 per cent) of firms do nothing with customer communications that arrive on paper. Instead, they wait until we grow sufficiently frustrated to phone or email to ask why nothing's happened, and only then do they act.

Ten Principles for Good Wealth Management

Spiros Margaris | Posted 07.04.2014 | UK
Spiros Margaris

The important question that family offices must constantly ask themselves: "Is our wealth management good wealth management?" Can the partners (asset managers, specialists) satisfy the requirements stated in the Ten Principles for Good Wealth Management?

'My 3 Choices': The New Banking Client Experience

Spiros Margaris | Posted 25.03.2014 | UK
Spiros Margaris

With My 3 Choices the client and the bank take charge of their destiny. With the sophistication of three service levels: My 3 Choices (Blue, Gold and...

Swiss National Bank's Investment Policy Reconsidered

Spiros Margaris | Posted 24.03.2014 | UK
Spiros Margaris

The Swiss National Bank (SNB) President Thomas Jordan has to reconsider the SNB investment policy due to the fact that its equity holdings have grown to around 71 billion Swiss francs in the third quarter of 2013.

'Win-Win Fee Model' Revolutionizes Financial Industry Fee Model

Spiros Margaris | Posted 15.02.2014 | UK
Spiros Margaris

SPIROS MARGARIS - THE BRAVE STEP The Win-Win Fee Model is a new intuitive fee business model for the financial industry in the new win-win market seg...

The High Street Needs a Technological Revolution

Jon Worley | Posted 25.01.2014 | UK Tech
Jon Worley

The future of the high street is hotly debated. Industry experts, politicians and retailers constantly argue about what could or should be done to preserve our high streets and town centres against a growing attack from online retailers.

Five Reasons You Need Mobile Analytics

Dan Weisbeck | Posted 23.01.2014 | UK Tech
Dan Weisbeck

The more a company invests in mobile, the more important it is that they measure what works, what the customer likes and what delivers ROI. To further explore the topic of mobile analytics, we have compiled our 'Top Tip 6' - a look at why analytics can be so valuable today, for brands and their customers alike.