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How to Recover from a Bad Customer Experience

Customer churn is a constant challenge for businesses. That’s an issue because it costs five times as much to acquire a new customer than retain one. Although attracting new customers is vital, it’s clear that businesses must not neglect their...

Sales Professionals: Do Your Homework or Risk Becoming Obsolete, Says LinkedIn Research

A new study, The State of Sales 2017, suggests that sales professionals need to behave more like informed business consultants, using technology to gain valuable insights on prospects and their challenges to win in today’s competitive environment. According to the survey...

Changing Store Associate Behaviour

The increasing diversity of in-store activity, from click and collect to personal shopping, self-service tills to kiosks, is changing the way retailers operate.  While stores may have adequate staff numbers, ensuring the right staff are in the right place at...

Why Better Customer Experiences Start with Cultural Change

Steve Sasson was an electrical engineer working at Kodak when, in 1975, he designed the first ever prototype digital camera which was bigger than a toaster. What happened next has entered corporate folklore as one of the great cautionary tales....

The 5 Top Level Insights on Customer Experiences in Financial Services

Mike Hakkens, Associate Partner at WATC Consulting AG, chaired the annual Customer Experiences in Financial Services Conference in London on the 22nd of June this year. Here he shares the results of his 2017 Industry Pulse Check and key impressions of...

How Can Banks Be Truly Omnichannel?

The banking industry, perhaps more than any other, has seen the most change from the digital revolution of the past decade. Traditionally, in-branch visits were the first port of call for customer when it came to managing and discussing their...

How Involved Are HR and Your Frontline Staff in Your CX Strategy?

Ensuring your customer experience strategy is effective relies on creating a seamless experience which takes advantage of the various omnichannels your customers want to use and that the company can support appropriately. If you do not have the right technology,...

The Mobile App: Three Tips for Driving Loyalty

Chances are that most people turn to a mobile app on their smartphone every morning while starting their day, even before enjoying that first cup of coffee. Whether they are checking the weather, logging in their fitness routine, or adding...

The Art and Science of Customer Experience Mobile Network Testing

In June it has been 10 years since Apple launched the iPhone and created what would become the template for all modern smartphones.  Apple married hardware and software development and as a result produced a device that led the entire...

Why All Businesses Must Prioritise User-Centred Transformation

I don’t know about you, but whenever I read the term ‘digital transformation’ it’s usually accompanied by, or referring to, a rather cheesy cyber-tech metaphor, wherein a faceless ‘business person’ is about to engage in a some abstract, futuristic interface...