Archives

The UK Customer Experience Index (UKCEI)

The UK Customer Experience Index (UKCEI) – Presented by Customer Experience Magazine and featuring the unique methodology of SpectrumInsight. In this, the first release of results for the UKCEI, we can reveal that Topshop have been giving their customers a truly...

McDonalds v The Banks Has McDonald’s been affected by the processed food scandal?

  Following on from last month’s article using SpectrumInsight’s real-time consumer insight methodology, we look at how customer views towards McDonalds and the Banks have changed over the past month, and more importantly, why? We touched on the importance of using feedback...

Tweet off: the mastery of the twitter tone of voice

What happens to tone of voice on Twitter? Are brands successfully squeezing their personality into their tweets? Or are the constraints of Twitter squeezing the personality out? Let’s take a look at two well-known brands and pit their tweets against each other. First...

UK Customer Experience Awards 2013

Categories & Entry Criteria – up close and under the spotlight This year there are 22 different categories up for grabs at the UK Customer Experience Awards 2013. With 12 different industry categories available, 8 discipline specific categories, plus Professional...

McDonald’s vs the Banks – an insight

Customer Experience Magazine in conjunction with SpectrumInsight are conducting a three month study, using SpectrumInsight’s revolutionary new realtime consumer insight methodology. I met Mark Westaby and Karen Williams, co-owners of SpectrumInsight at the most recent Cranfield Customer Management Forum at the...

Good cop, bad cop

Why do good complaint handlers go bad when they write to customers? There’s a condition in complaint handling which we at The First Word like to call good cop, bad cop. It doesn’t involve interrogating customers in a dark, smoky room....

What’s really wrong at Morrison’s?

Morrisons’ Failings Revealed by new type of Market Research Study The underlying problems facing supermarket giant Morrisons are much greater than a lack of an online service or too few convenience stores, which the company is blaming for its continuing poor...

Crimes against the Customer

When it comes to critiquing customer service, Mary Portas has a bit of a reputation for her no holds barred approach. But what does she consider to be the worst customer service crimes? Over the next two issues we’ll uncover...

A Winner’s Story – From Paper to Vapour…..

…Revolutionising Re-mortgaging Fasttrac Solicitors was delighted to win the 2012 UK Customer Experience Award for Professional Services. The award was recognition of the fact that we have completely re-engineered and revolutionised the remortgage conveyancing process. We literally have taken it from paper...

Building a Great Business

Who’s heard of the delicatessen, Zingerman’s? Well, neither had I until recently. But trust me, once you learn about this small business, you’ll be itching to know more. At least this was the case for me and why I felt compelled...