Archives

Why Awards Boost Morale

Zircon CEO, Dr Amanda Potter, looks at the positive psychological effects that winning awards can have and what it takes to be a winner. People like winning. The vast crowds that gathered in London and Manchester to celebrate Great Britain’s Olympic...

70% of Shoppers Demand More Tablets to Improve In-­‐store Experience

67% want to see retailers reduce queue times and 54% want more POS options 60% of customers who used a tablet whilst shopping then purchased the product they were considering buying 53% of customers would pay higher prices for a better in-store...

What Makes an Excellent Customer Service Operator?

Providing excellent customer service (CS) is a great way to build strong relationships between a business and their customers. It can help you create lifelong customers who you can depend upon to refer your business to their friends, family and...

Gathering Customer Feedback  —  Questions and Answers

In a world of experience economy customer feedback is something really precious. Asking relevant questions and gathering applicable data may decide about the success or failure of the company. There are many methods of measuring customer satisfaction. One of the most...

Technical Competence & Organisational Clarity – The Two Pillars of Customer Centric Leadership

Even the best specialists in their fields of work; the most experienced; the most decorated; will continuously look for ways to evolve their knowledge and learning. Often, a glaring sign of a leader who is unlikely to be able to...

Interview with British Gas’ Richard Shenton: A Strategy Is Useless, Unless People Believe in It

In the latest of Lexden’s Customer Experience Leader’s series, CX Consultant Christopher Brooks catches up with British Gas’ Richard Shenton to hear how they are switching on to CX. Richard is responsible for Customer Experience and Continuous Improvement within part of...

Gartner’s Top 10 Strategic Technology Trends for 2017

Gartner, Inc. highlighted the top technology trends that will be strategic for most organisations in 2017. Analysts presented their findings during the sold-out Gartner Symposium/ITxpo, which was taking place from 16th to 20th October in Orlando, Florida. Gartner defines a strategic...

What’s happening to Customer Experience Analytics?

As marketers and digital business owners, we have the unique opportunity of exercising both sides of our brain on a daily basis. By striking that strategic balance between form & function, tech & design, we’re rewarded with happier customers more...

Training Your Staff to Be Effective at Live Chat

Are you using live chat in your business? If you’re not already, you should think about it soon. Live chat is a quick and easy option for customers to access support when online. According to Forrester, the use of live...

Interview with Eventbrite: Global Success Asks for a Collaborative Team Culture

Within the CXM interview series, we have a pleasure of publishing an interview with the Co-founder and CTO of Eventbrite, Renaud Visage, who talked about the Eventbrite’s road to success, the importance of cultivating a collaborative team culture and working...