Archives

Defining Customer Success Metrics

As the Chief Customer Officer for a software-as-a-service (SaaS) company, much of my day is spent thinking about customer success and retention. Like any subscription-based business, renewals are our lifeblood and the success of our customers is paramount to our success...

Make Employee Experience Your New Year’s Resolution

Increasingly, businesses are realising they can enhance the perception of their company and boost sales and profits from the inside out. Employee Experience encompasses the entire employee journey and creates a strong and productive workforce through supporting, empowering, and rewarding...

The Mobile Retail Hurdles You Must Overcome

In the world of retail, success increasingly depends on the ability to provide a great mobile Customer Experience; mobile customers expect a lot from retailers. But getting it right is not as easy as it might appear. Small amounts of latency...

Retail in 2018: Trends Predicted to Emerge

The retail industry has experienced a tough few years, and 2017 was no exception. High street store closures, political uncertainty impacting currency value, and regional spending, rising real estate costs, and an influx of ever-developing technologies: all of these factors...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience.  In the Don’s sights this week is a heroic cabbie, and a sceptical train ticket inspector. To nominate who YOU want to see as future Heroes & Villains, get...

Banking on Better CX: Interview with Scott Fleming

Leading Customer Experience Consultant Christopher Brooks discusses CX matters with Scott Fleming, the Chief Customer and Commercial Officer with the Bank of Cyprus UK…   Scott, thanks very much for agreeing to meet up and share with readers the value and role...

Live-Streaming, VR, and Mobiles: Customer Experience Predictions for 2018

In 2018, the wish to learn what the future holds is on the rise, so we asked five experienced businesspeople to give us their own Customer Experience predictions for the next year. 1. Paul Jarrett, MD & Founder of Sonin: Businesses who...

Writing a ‘Knock Your Socks Off’ Service Culture Plan

One of the major weaknesses of most organisations is the top management’s lack of a service strategy. They fail to realise the strategic opportunity of how to use superior service as a vehicle to build market share and dominance. Sam Walton, the...

Attracting Generation Alpha

Predicting the next big franchise has never been more difficult – especially when it comes to the youngest generation. Generation Alpha is the name given to children of millennials, and refers to those born from 2010 onwards. These youngsters – many...

7 Emails Your E-commerce Store Must Send Out on an Automated Basis

Email marketing has a long history and although we are witnessing the rise of new technology and marketing techniques, it’s not going anywhere. From the moment Ray Tomlinson sent the very first electronic email in 1971, this form of communication has...