Archives

The 7 Deadly Sins of Customer Feedback

Fact of life: customer feedback is essential for a business to know if it’s on the right path. But why must surveys be so torturous? ‘Survey fatigue’ is on the rise, so what does it matter if your research dept....

4 Principles That Will Help You Become More Innovative

Innovators are different. They think differently, they’re more creative, they can appear crazy, but they also solve problems that other people struggle with. They find the ideas nobody else sees, and their thinking stands out as unique. All of which puts...

Poor Performing UK Ecommerce Sites Hurt Bricks and Mortar Retail Too

Retailers’ reports on Christmas revenues demonstrate that online is becoming more critical to their success. But according to a new survey conducted by market research firm OnePoll into the online shopping experiences of male and female UK consumers, poorly performing...

UK Businesses Have the Chance to Access £212bn Disability Market

UK business has a golden opportunity to access the £212bn annual disability market through the Government’s Disability Confident scheme, according to disability equality champion Mike Adams OBE. The Chief Executive of not-for-profit organisation Purple says the Government’s re-launch of its Disability...

Future Trends in Retail: How Brands Will Handle Customer Relationships

The future of retail has never been so exciting, with increasingly blurred lines between the online and offline worlds, and the reimagining of what a shop in 2017 might look like. With more choice and more disruption comes the pressing...

Judging the Best Use of SEO – Forming Your 2017 Strategy

I recently had the privilege of acting as a judge at The UK DXAwards, for the “Best use of SEO” category. SEO is a real passion for me, not to mention an industry in which I have worked in since...

2017: Are Predictions a Waste of Time?

There’s something inherently sentimental about the new year. As the clock strikes twelve on New Year’s Eve, we gift ourselves a blank slate with a side of newfound optimism, and naturally we like to make predictions about what the future...

2017 CX Trends Report: Brands Underestimate Emotional Impact of Breaking Promises

A new study from InMoment reveals that brands lack important understanding of the emotions that drive customer loyalty and significantly undervalue the negative impact of failing to deliver on customer expectations. Conducted by customer experience optimization leader InMoment, the annual CX...

Implementing a Digital Strategy in Five Fundamental Steps

In our work with clients we see commonly recurring pitfalls that often lead to failure in digital implementation, including: unrealistic expectations of technology; believing a new technology system will fundamentally transform the organizational culture and employees will simply adapt; creating...

How Judges Really Evaluate Your Entry for Awards

For the last two years I have had the privilege of judging on behalf of PC-1 at a variety of Awards Events in Customer Experience for Awards International. The Awards I judge have both a written element and a presentation...