Archives

Creating Adapt’s Customer First Programme

As a provider of managed infrastructure IT services, it’s fair to say that our customers trust us with their ‘crown jewels’, because we look after some of the most important elements of their business. Whether it’s a commercial website, an...

Investing in Employees a must

So, the UK Customer Experience Awards are now behind us and what a great day it was. I feel rather honoured to have been involved, chairing one of the judging panels and presenting an award. More than anything else, I was...

New Appointments

Rant & Rave, the UK’s leading Customer Engagement solutions provider, has taken on Phil Evans as its new Chief Revenue Officer.  The company, which has adopted an aggressive business strategy to challenge the status quo of the customer engagement industry,...

Connecting touch points: how multi-touch technology improves customer engagement

While so much attention is focused around online communications, the reality is that physical contact with prospective buyers is still an important part of the overall customer experience. This has led to a number of big brands experimenting with...

Does Online Experience Affect Bricks and Mortar Shopping?

In today’s marketing speak you will hear a lot about the ‘customer journey’ and how the various ‘touchpoints’ with a brand drive consumer loyalty and defection. While any touchpoint is likely to have some impact on how we feel...

Time to shout about your Employee Experience intitiatives

How does your business retain reward and retain employees? Would you like to share your case study through the NEW UK Employee Experience Awards 2014? Organised by the operators of the success and established UK Customer Experience Awards, the UK Employee...

Brand plans: making customer service a part of company branding

The value of good customer service is now universally understood in the business world. Every company knows the importance of keeping their customers happy and loyal. Most businesses also claim customer service is a core value or priority. However, what does...

Triple success for Shop Direct and Serco

Outright winners of the first ever UK Digital Experience Awards were Shop Direct in partnership with Serco, who scooped three trophies including the Best Overall Digital Experience. This was in addition to winning the Online Retail and Telecoms category and the...

How to Overcome Outpatient Feedback Challenges

While most NHS trusts have successfully achieved their inpatient response targets since the Friends and Family Test (FFT) was launched in April 2013, many have found it more difficult to collect responses from patients using their Emergency Departments and community...

Shopping abroad

Nearly 50% of UK online shoppers have purchased abroad, according to the latest results from eDigital Research and IMRG. Results of the eCustomerServiceIndex suggest that price and availability are driving shoppers outside the UK, with 60% of those who have shopped...