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Customer strategy: ten key principles

The conventional approach to gaining customers, which was based on picking a segment of purchasers to target and developing products for that segment, is no longer sufficient. A customer strategy goes further: it is the articulation of the distinctive value...

Back to the Future of Personalised Shopping Experience

The anonymous shopping experience has had its day. On the back of the success of digital personalisation, retailers are turning their attention to the in-store experience, recognising both the rise in customer expectation and the differentiation personal service can offer....

7 Customer Experience Approaches that Are Dying Out Fast

The choice and freedom available to consumers in the wake of the online revolution has forced brands to work harder to acquire and retain customers. Companies are throwing everything at the challenge of delivering a superior customer experience with the...

5 Ways to Supplement Your Income Outside of Your Job

When it comes to our jobs, a lot of us aren’t in it for the money. On a personal level, I always feel that career satisfaction and a sense of fulfilment are more important to me than what’s in the...

Online Shopping Habits Surprise UK Retailers

Shopping habits are not evolving as fast as some retailers – and pundits – may perceive. Research reveals that consumers not only still prefer laptop and desktop devices when it comes to online purchasing, but also there are growing demographic...

Interview: The Next Big Thing in Travel Will Be the Real-Time Prediction

Within our CXM Interview series, we have talked with the director of technology at Expedia, Jonas Olofsson, about trends and technologies in the travel sector, user experience and the purpose of Web Content Accessibility Guidelines 2.0. Hello Jonas, how the things...

Vita Student Scoops Top Gong at the UK CX Awards 2016

Vita Student, the UK’s only experience-led accommodation brand, has beat off competition from a host of leading businesses to be crowned winner of the ‘Insight and Feedback – A Different Perspective’ award at the national Customer Experience Awards 2016. The UK...

9 Google Pixel Features that Can Compete with iPhone 7

On October 4, Google has finally unveiled its new flagship smartphones: The Google Pixel and the Pixel XL. According to the latest leaks, the 5-inch Pixel and the 5.5-inch XL have better screens, improved battery life, a best-in-class 12.3-megapixel rear...

Boost Your Customer Engagement with Faster Response Time and Shorter Decision Cycles

Engaging with customers in an efficient and speedy manner has increasingly become key for operations and customer satisfaction in every organisation. This is especially true for consumer-oriented industries such as financial services, insurances, retail, telecommunications, tourism and utility suppliers, where...

Whoever Said Surveys Are Dead Is Dead Wrong

It’s time to take a survey. Ready? Here it goes… Do you, as a marketer, believe that surveys are dead? That in the world of social media, chat, and even text messaging, those pesky surveys are just a thing of...