Customer Experience

Customer Service Must Keep a Place for Paper

Christian Toon | Posted 14.04.2014 | 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.

Customer Experience Lessons We Can Learn From Ryanair

Dharmendra Patel | Posted 07.12.2013 | UK
Dharmendra Patel

Like me, I'm sure you've heard horrifying passenger stories about Ryanair and after a while we become untouched by these stories, most probably because they're told so often. But what really surprised me recently was the way that Ryanair joined Twitter...

CMOs vs CIOs: Time to Team Up?

Dan Weisbeck | Posted 27.11.2013 | UK Tech
Dan Weisbeck

At first glance, it may seem like the role of a CIO and CMO are at opposite ends of the spectrum. But as the online customer experience steadily becomes more intertwined and dependent on technical prowess, they might just have to rely on each other to get the job done.

The Portas Review Is Missing a Fundamental Element

Dharmendra Patel | Posted 06.11.2013 | UK
Dharmendra Patel

This week the government questioned Mary Portas on the progress of the review and how it's helped to revive the high street, so far. Consequently, the review hasn't been successful and MPs have claimed it was a "waste of time" and a "failure". In response, Mary Portas has stated the government is to blame due to their lack of input. What's clear is a lot of blame has been bandied about, but what's not so clear is how the high street can be saved, and if there's still hope for it.

Good Service Can Still Be Futuristic

Michelle Mulvey | Posted 13.10.2013 | UK Universities & Education
Michelle Mulvey

Ultimately the in-store experience should be there to enhance customer service. These experiences should be extensions of the excellent customer care already being provided. If I visit a store to buy a pair of jeans using the Me-Ality Size-Matching Station but there is no-one to help me find the jeans or make well informed recommendations on products, what's the point?

Do Banks Still Need Branches? Only If Offered as an Olive Branch Bridging Between Traditional and Online Worlds

Tony Virdi | Posted 31.07.2013 | UK
Tony Virdi

There is no simple answer to whether retail banks still need branches for customers to visit. The truth is that, even though regulation and technology is moving at pace, it will depend on the bank, the region and the customer.

When Was the Last Time You Went a Whole Day Without Using Technology?

Dharmendra Patel | Posted 22.07.2013 | UK Tech
Dharmendra Patel

When was the last time you went a whole day without using technology, be it a mobile phone, iPad etc? So why are retailers so apprehensive to unleash something that has the potential to engage us, thus building them more business? The short answer is, are you ready for this - technology is moving too fast for retailers.

Mobile Websites and the Power of Three

Dan Weisbeck | Posted 14.07.2013 | UK Tech
Dan Weisbeck

A good mobile website must be optimised for every possible device, embrace context in order to satisfy all user requirements, and serve a compelling user experience for all device functionalities.

Is it Time for Brands to Change Loyalty?

Josh Morse | Posted 10.07.2013 | UK Tech
Josh Morse

We now shop across a variety of channels and our loyalty to a retailer is more and more difficult to retain. These changes in both behaviour and technology beg the question - do retailers even understand loyalty anymore?

The Quest for Provocation

Matt Kingdon | Posted 29.06.2013 | UK
Matt Kingdon

Innovation is fermented at the margins with the angry, the ambivalent, the rejecters, and the 'do it yourselfers'. To some extent, provocation comes from getting inside the heads of the very people who have rejected you--or at least those who have an extreme or downright strange relationship with your brand or category.

My Friend the Call Centre Agent: Good Salesmanship and PPI

Russell Ward | Posted 07.11.2012 | UK Lifestyle
Russell Ward

When you hurriedly pick up, there'll be a short pause before a crackly, monotone voice on the other end of the line posits the question: "Madam, this is an urgent matter, are you aware that you're owed £3000 in mis-sold PPI?".

Marketing: Can Brands Bridge the Gap Between Promise and Reality?

Raconteur Media | Posted 30.09.2012 | UK
Raconteur Media

In today's globalised, interconnected and service-dominant economy, the pressure to create compelling, distinctive and meaningful engagements with customers and consumers is becoming evermore challenging.

The Customer is Doing US a Favour!

Richard Denny | Posted 30.07.2012 | UK
Richard Denny

Much of what I talk about and what we teach at Denny Training, is to ensure that at all times, the customer is at the forefront of every decision we make.

What Will Supermarket Shopping Be Like a Decade From Now?

Alistair Niederer | Posted 07.07.2012 | UK Tech
Alistair Niederer

Social media is not just about Twitter. Of course, Twitter is where much of the online chatter about brands is taking place today so it is an enormously important network, but there is a difference between social media and social networking.

Does Your Organisation Have A 'Head Of Glasses'?

Grant Leboff | Posted 01.04.2012 | UK
Grant Leboff

I was on a three hour train journey the other day. The staff were perfectly friendly but the way they worked was quite farcical. First, someone came...