Archives

Why Customer Experience Matters

Customer experience. It’s somewhat of an ambiguous term, which has so far carried different levels of importance to different sectors. If you’re in retail, where customer spend is discretionary and there is a constant threat of new challengers stealing your...

Selfie Generation Prefers “Snaps” than Words

As the festive season approaches, it’s highly likely that we’ll be inundated with images of snowy landscapes, presents under decorated trees and greeting cards bearing the annual family photo. Of course, paintings, cartoons and photographs have long been used to...

Working Near Home – Not At Home – Is Key To Worker Health And Happiness

The close-to-home seems to be the wellbeing zone for marketing professionals. Working near to where you live, as opposed to setting aside space to work at home, is recognised by UK marketing employees, as delivering the greatest wellbeing benefits to...

Extensive Read: The Definitive Guide to Loyalty Marketing Automation

Recently, I attended an eCommerce marketing meetup. There I met John, owner of an electronics retail business. As we were talking about each other’s companies, I asked: “John, what’s the biggest struggle you face as an eCommerce marketer?” And he...

Why Awards Boost Morale

Zircon CEO, Dr Amanda Potter, looks at the positive psychological effects that winning awards can have and what it takes to be a winner. People like winning. The vast crowds that gathered in London and Manchester to celebrate Great Britain’s Olympic...

70% of Shoppers Demand More Tablets to Improve In-­‐store Experience

67% want to see retailers reduce queue times and 54% want more POS options 60% of customers who used a tablet whilst shopping then purchased the product they were considering buying 53% of customers would pay higher prices for a better in-store...

What Makes an Excellent Customer Service Operator?

Providing excellent customer service (CS) is a great way to build strong relationships between a business and their customers. It can help you create lifelong customers who you can depend upon to refer your business to their friends, family and...

Gathering Customer Feedback  —  Questions and Answers

In a world of experience economy customer feedback is something really precious. Asking relevant questions and gathering applicable data may decide about the success or failure of the company. There are many methods of measuring customer satisfaction. One of the most...

Technical Competence & Organisational Clarity – The Two Pillars of Customer Centric Leadership

Even the best specialists in their fields of work; the most experienced; the most decorated; will continuously look for ways to evolve their knowledge and learning. Often, a glaring sign of a leader who is unlikely to be able to...

Interview with British Gas’ Richard Shenton: A Strategy Is Useless, Unless People Believe in It

In the latest of Lexden’s Customer Experience Leader’s series, CX Consultant Christopher Brooks catches up with British Gas’ Richard Shenton to hear how they are switching on to CX. Richard is responsible for Customer Experience and Continuous Improvement within part of...