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Skipton Building Society Reflects on an Award-Winning Year

Skipton Building Society, which enjoyed huge success at the UK Customer Experience Awards, has seen membership jump to over one million customers following an incredible year. The firm, which won three gold awards at the UKCXAs in Wembley Stadium in October, announced its...

The ‘Amazon Effect’ & On-Demand Delivery: The new Battleground for Retailers

Changing shopping habits and ever-increasing consumer expectations have led to decreasing profits, a sharp decline in footfall, and numerous high-street store closures. Meanwhile the internet retail giants, such as Amazon, have gone from strength-to-strength, increasing their market share and customer...

Right Here, Right Now: How to Handle Customers’ Changing Perception of Time

“Time heals all wounds,” they say… except for consumers. For them, it seems time actually exacerbates all wounds. We 21st century customers have become used to having virtually all we want – from online shopping to real-time support – in the...

Direct Mail & Email: A United Approach to Marketing

For many years the marketing world has been deliberating between direct email and direct mail to determine which strategy is the most effective. A number of different opinions and studies have been voiced throughout the years, none of which put...

Report Highlights What Turns Customers off Brands

Bad customer service caused UK customers to stop using a product or service 3.6 times in the last year, a new report has revealed. Based on a global survey of 2,000 customer-facing employees by CITE Research, including 500 in the UK, the report...

Digital Transformation Journey: Five Things you Need to Know

Digital transformation – a term that often gets used without much thought or consideration to the true scale and effort required to truly digitise a legacy business, service, or product. There are a few trends and areas of focus that...

Confirmit hits the Jackpot in Las Vegas Customer Service Stevie Awards

Confirmit, one of the world’s premier names in VoC research, has won a major customer service award in the US. The company – which was a finalist at the 2018 UK Customer Experience Awards – claimed the Business Intelligence Solution – New Version title at...

6 UX Strategies to Generate More Leads From Your Website

Your website can be a revenue-generating machine when you optimise it with your users in mind. But if you want to generate more leads and in turn, more revenue, then you have to implement effective user experience (UX) best practices...

CSR: Is Your Business Ready for the Changing Demand?

Be it a century-old company passed down among generations, or a start-up that’s just celebrated its first year – in today’s business environment, CSR stands right alongside the other essential pillars needed to achieve market success. Put simply, Corporate Social...

How to Support Employees With Money Worries

Last year, it was recorded that household debt in the UK was ‘worse than at any time on record’. The average total debt per household, including mortgages, was £59,288 in October 2018 – that’s over £30,000 per adult.    It’s therefore likely that you as an employer...