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The Art of Turning Infrequent Customers into Loyal Advocates

By City Cruises MD, Kyle Houghton Providing our customers with an excellent experience has always been at the heart of how we operate at City Cruises. Our river boat sightseeing and dining cruises showcase the best of London during the day...

Make Room for New-Fashioned Luxury in Your 5-Star Hotel

Customers Challenge the Ordinary in Search for Authentic Service by Dale Smith, The founder and Director of Creation at Bridge Training & Events “Boutique Hotel” is a term that was initially used in North America and the UK to describe small...

Embrace Remote Working with Smarter Working Guide to London

By Gareth Foster, Marketing Director of Powwownow “When it comes to the types of people that walk through our doors, we mainly get a mix of artists, students and designers. We also have a freelance bonsai tree arboriculturist who comes in...

Editor’s Tales

By Marija Pavlović, Editor of the Customer Experience Magazine *** Midsummer Morality Story on the Importance of Market Research Once upon a time, actually somewhere around the mid-1980s, there lived a market giant called Coca-Cola. Although quite huge, the giant was not terrifying. On...

Focus on the Needs of Employees As Well As Their Customers

By Carl Lyon, Managing Director of The QoE The QoE was delighted to be asked to judge at the UK Financial Services Experience Awards again this year. Having done so on four previous occasions we see how aligned these particular awards...

UK Businesses Waste £14 Billion a Year on Poor Market Research

By Manoj Madhusudanan, Managing Director of InsightBee The way in which businesses conduct market research has changed dramatically in recent years. In the post-recession marketplace, gathering intelligence to support your business development plans in a timely and cost effective manner has...

All A Customer Wants To Hear Is: “Have Your Say”

eDigitalResearch, Yodel, and their winning customer feedback programme Just days after the same programme won the Charted Institute of Transport and Logistics (CILT) North West Region Award for Education and Excellence, voice of the Customer specialist eDigitalResearch and independent parcel carrier...

Outsourcing Can Bring the Good Luck

By Peter Gale, UK Managing Director, DBF When the International on-line lottery business, Tipp24 decided to relocate its business to the UK from Germany it gave itself a tight timeframe of just three months to find an outsourced contact centre provider...

Common Sense Customer Experience: Have you Seen These CX Gaffes?

Whilst perusing the shelves at one of the UK’s biggest chain bookshops, I found myself making all too close acquaintance with a gentleman who was vacuuming at my feet. Ah yes, the familiar sound of “it’s 10 minutes to closing time,...

Virgin Shows Links Between Employee Experience and Customer Experience

Colin Shaw, Beyond Philosophy Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or...