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What the John Lewis Christmas Ad Tells us About Managing Customer Expectations

Winning and retaining customers is a big deal – brands want to paint their company in the best possible light to attract customers, and it shows. Christmas ads are a significant part of large retailers’ marketing efforts. John Lewis has...

Kantar TNS to Develop £2.5m Bupa CX Programme

Leading insight agency and CX specialist Kantar TNS has agreed a new partnership with Bupa UK worth £2.5 million to support the healthcare specialist develop its Customer Experience programme. The four-year contract will see Kantar TNS working across Bupa UK’s insurance,...

10 Ways to Leverage Employee Power Through Social Media

There’s no such thing as a born salesperson; neither is there a born customer services manager. It is a well-known fact that unhappy employees produce unhappy customers. Before delivering any customer-centric strategy, companies must first become employee-centric. According to IBM, when a...

Good News and Bad for Tech Firms in Brand Loyalty Index

The 2018 Brand Loyalty Index from Sodexo Engage has revealed that technology brands continue to dominate when it comes to customer loyalty and building those all-important relationships that promote future sales. Promotions and giveaways, alongside product experience, have been the main drivers...

Aptean Unveiled as Sponsor for 2019 UK Complaint Handling Awards

Software solutions firm Aptean has joined the UK Complaint Handling Awards as a sponsor ahead of the 2019 event in the heart of London. The global company, which helps streamline the operations of over 2,500 organisations in 54 countries, has joined...

Zen Management: Navigating Your Business Calmly in a Crisis

Avid TV watchers may remember Mad Men’s Don Draper thumbing through a copy of real-life poet Frank O’Hara’s book Meditations in an Emergency between regular crises at his often chaotic ad agency. While your business may be free of the...

Ask Ian: Discount Sales – Classy or Kitsch?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  To ask Ian a question on how to boost...

Mirror Mirror on the Wall: The Secret of Positive Self-Talk

Is talking to yourself healthy or not? A newspaper article once caught my eye. The piece, headlined ‘Why talking to yourself is NOT a sign of a mental illness’, reflected on a psychologist Paloma Mari-Beffa’s view that both inner self-talk and...

Harnessing Psycholinguistics in Customer Communication

When the first World Expo opened its doors at London’s Crystal Palace in 1851, who would have thought that Dubai would be hosting the 2020 event?Back in the mid-19th century, Dubai was an embryonic independent settlement centred around its creek...

The Cost of Passing the Buck: Who is Responsible for Improving Customer Service?

Each day, UK households spend millions of pounds on consumer goods with the expectation that if something goes wrong with the items they buy, or the service they’ve received is not up to scratch, the issue can be easily and...