Archives

Now it’s Personal: Utilising Personalisation Techniques to Enhance CX

Applying even the most basic psychological principles will tell you increased personalisation is essential for improving Customer Experience. It is a well known fact that people gravitate towards the people, places, and things that resemble themselves. As a result, customers are...

A United Approach to Revolutionising Complaint Handling

The 2018 UK Complaint Handling Awards took place in London in February, and as a Customer Service Trainer, I was honoured to be invited to join the panel of judges. Our panel was given responsibility for judging the Proactive Complaint Handling...

Toilet or Train?: Where do Brits Prefer to Shop Online?

UK  marketplace Onbuy.com reveals the results of research into the shopping habits of  1,550 customers, and their preferred place to make online purchases…     ...

Employee Advocacy: More Valuable Than Retention

HR directors often cite retention as one of their top priorities, and according to Personnel Today, it’s one of the most important metrics for people analytics. It makes sense after all the investment that goes into finding the right people at...

Take Charge of Chargebacks

During Christmas, £17billion worth of goods are said to have been bought online alone, with an expectation for £2.5billion worth of returns to come back. With retailers and suppliers feeling increasing pressure to fine-tune their logistics and supply chain strategies...

Overcoming the AI Fear Factor

Artificial Intelligence (AI) is a much discussed and debated subject in recent months. From newspapers to world leaders, everyone is talking about what machine intelligence and robotics might do for businesses. With all the buzz it is generating, AI is rapidly...

Managing the Marketing Machine

No matter how well built an engine may be, it only takes one fault to hinder progress, and marketing is no different. Of course, campaign construction is less prescriptive than engineering; while there is usually a single way to wire a...

Generation Flex: Millennials More Loyal to Flexible Employers

Today’s HR managers are increasingly targeting millennials to rejuvenate the workforce. However, this generation of employees not only expects, but demands, flexible working conditions – in both their working hours, and working location. In fact, according to research, 82 percent of...

CXM Club: Six Key Foundations on Which to Build Great Leadership

Royston Guest is a global authority on growing businesses and unlocking people potential. He is CEO of Pti-Worldwide, the author of best-selling business growth book, Built to Grow, and will be a guest speaker at the upcoming CXM Club meeting...

App-ocalypse: Firms Planning to Ditch Failing Apps

Twenty percent of businesses will have dumped their mobile apps by next year, it has been predicted, as firms move further towards chatbots and artificial intelligence to communicate with customers. Research by Gartner Inc has found that by 2019, 20 percent...