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Customer Service Trends on the Horizon

Love it or hate it, when December hits there’s one thing as sure as mince-pie overload – it’s also the time of year we all get our crystal balls out and start predicting what’s on the horizon for the coming...

How to win Back Customers – After You’ve Already Lost Them

You offered discounts, expedited service, and a weekend at your summer home, but your customer dropped you anyway. Once you finish eating a pint of Ben & Jerry’s in the bathtub, you have two options: move on forever or keep...

Foul Play: How Workers Would Fine Colleagues Over Behaviour

Office workers in the UK would ‘fine’ colleagues for rude or offensive behaviour the most out of a list of pet peeves. Commercial property agents SavoyStewart.co.uk surveyed 1,466 UK office workers to find out which unprofessional actions they would fine their colleagues...

Gulf Customer Experience Awards 2020: Meet the Finalists

The finalists for the 2020 Gulf Customer Experience Awards have been revealed, with brands including Emirates NBD, National Bank of Fujairah, and Dubai Retail among those set to compete for victory at the event in February. The annual gathering is the...

Virgin Trains: Last Stop for Award-Winning Service

It’s the end of an era for the great British railway network as Virgin Trains catered to passengers on the franchise’s final run. The award-winning brand operated long distance services on the West Coast Main Line since March 1997, and last...

Customer Vulnerability: The Next PPI?

As we’re all aware, PPI represents the largest consumer mis-selling scandal this country has seen. UK lenders collectively expect PPI to cost them close to £50 billion in total, having already paid out over £48 billion in compensation and admin...

2020: Celebrating Five Years of the CX Masterclass

The Customer Experience Masterclass is preparing to celebrate its fifth year of providing unparalleled CX knowledge to audiences in the UK and beyond. 2020 will mark five years since the founding of the Masterclass, and January will see international consultant and...

Adapting to Customer Needs: The IKEA Example

In 2005, IKEA opened a large store in the United Arab Emirates. UAE residents and citizens visited the store in droves, enjoying the unique IKEA shopping experience. I still remember when I came to the UAE in 2007 and everyone...

Don’t Sell Yourself Short: The Challenges of the Modern Seller

The nature of selling is evolving at an exponential rate. Thanks to the internet’s provision of easy to access information, buyers no longer look to sellers to educate them on products and services. Research from CSO Insights reveals that 70...

The Importance of Self-Awareness

Have you ever missed an opportunity only because you didn’t know that you could have made it once you think positively about your hidden powers? It’s crucial for anyone to know how important it is to start thinking and improving...