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Customer-centric Brands Understand the Power of Service Recovery

It is a fact that any organisation, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers.However, if service recovery is done effectively, it can lead to...

CX-iness – What Is It and How Do You Get It?

An old flame once said to me, “If you can’t be beautiful at least be interesting”. At the time it hurt, but it got me thinking about what makes us attractive. Many decades later, as a CX professional, I ask:...

Christmas Ads: A Playbook for Customer Engagement

It’s that time of the year again – Christmas is fast approaching and the much anticipated Christmas ads are landing on our screens. Major brands are fighting for centre stage and people are keen to know what characters, stories, and...

2020: The Year of Online Awards Experience

2020 has been an unprecedented year to say the least. Businesses faced difficulties, challenges, some even shut down while others struggled to stay afloat.Over the last 12 months, the sector upon sector had to scramble not only to maintain the...

Recruiting and Onboarding New Starters in a Virtual World

Long before Covid-19, working remotely was a benefit many businesses offered their employees, alongside additional holiday or private health insurance. But as hybrid working shifts to become ‘business as usual’, it’s hard to imagine exactly what the world of work...

A Lack Of Customer Experience Budget Doesn’t Justify A Budget Experience

You don’t need money to alter the way you treat customers or people.If your hands are financially tied, you’re operating with limited budget or influence don’t be disheartened. There are ways to make an experience impact.BackgroundA recent CX project posed...

The Final Countdown for Retailers

Now that the dust has settled on Black Friday, it’s time to look back and examine how the much-anticipated sales event turned out for digital brands. With the pandemic restrictions continuing to impact shopper behaviour, it’s important to consider how brands...

A Practical Guide to Winning Awards

At a GlanceGetting a business award or being recognised by a third-party organisation could help attract and retain customers and employees.To win an award, having the facts on your side does not suffice; you must also have the right strategies...

Gamification: employee retention strategies in customer service

It’s no secret that employee retention is one of the largest operational issues facing companies around the world. From profitability to workplace morale and service quality, a high staff turnover rate can be detrimental to all aspects of a business.As...

Making it onto the ‘nice’ list this CXmas

Tis the season to be jolly. Tis also the season that leaves room for some serious customer experience faux pas.At this time of year, some staff are starting to wind down. Some businesses may even close over the Christmas period,...