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Inspiring students helped by Awards

Brace yourselves for a glittering event as the UK Customer Experience Awards 2013 is almost upon us. The sell-out extravaganza takes place in London on October 17 and will reveal and reward winners in 25 categories. Top names including Virgin Media,...

Ben & Jerry's are the cream of the brands

Our sizzling summer has put ice cream giant Ben & Jerry’s at the top of the brand popularity chart, according to the latest statistics from the UK Customer Experience Index (UKCEI). And supermarket Sainsbury’s is struggling at the bottom with a...

Selecting the Right Customer Experience Metrics

Businesses are finding that there is a tight correlation between loyalty and customer experience. Any company can improve sections of its customer experience, but it takes more than some superficial changes to create long-term results. Customer Experience Management (CEM) solutions...

Customer Service – Caught on camera

For years Mystery shopping has been a tool used by companies to take a snapshot of the service their staff were delivering to their customers. Often targeted around specific sales campaigns, products or services, it has helped businesses measure their...

Research and the value of values

Chapter 2 – Values “Not everything that counts can be counted, and not everything that can be counted counts” ― Albert Einstein Consider the development of the way in which consumers engage with organizations. This is of particularly relevance where the human...

Using powerful CRM to change brand perception

Everyone knows that Customer Relationship Marketing is demonstrably brilliant when it comes to driving changes in behaviour. I say that, though not many brands appear to use it that way. Most so-called ‘CRM’ delivers content based purely around relevance as...

The delicate balance between MR and VoC

In spite of its long history, there is increasing chatter about what the future for MR will hold and whether it will be subsumed or superseded by non-traditional research methodologies or approaches. It’s true to say that traditional MR provides statistically...

Putting members and customers at the heart of the service

Since 1934, the not-for-profit company PPL, has been managing the licensing of recorded music for broadcast, online and public performance use, ensuring its 10,000 record company and 65,000 performer members are all paid fairly for their work and investment. PPL’s Training...

Will banks cash in on survey results?

Who is top of the banks when it comes to customer service? More than 8,000 people have voted First Direct into the top slot, ahead of a new current account switching guarantee. A huge 93% of respondents rated its service “great”...