Category: Customer Experience

One bad Experience can Lead to Customers Breaking up With Brands

In an age where customer loyalty is key to repeat revenue and profits, three-in-four consumers (76 percent) admit they switch to a competitor if they have just one bad experience with a brand they like. That’s despite the fact that most...

GAME on for Customer Experience

Leading UK video game retailer GAME has partnered with Customer Experience measurement firm Service Management Group (SMG) to drive field engagement and customer loyalty. GAME is using the SMG customer feedback management platform to collect, analyse, and share feedback data while...

International Currency Provision Rises Among Retailers as Brexit Looms

Analysis of the UK’s top 250 retailers has found a 19 percent year-on-year increase in the number of brands offering the option to pay in international currency. The figure forms part of an annual performance index carried out by leading ecommerce and digital...

The CX Professional Masterclass: ‘A Milestone in my Career’

The Customer Experience Professional Masterclass led by international CX consultant and author Ian Golding, is going from strength-to-strength in 2019 with more satisfied participants than ever. The two-day class – which is followed by an opportunity to take the CCXP exam following...

Ask Ian: Should my business hire a dedicated CX professional?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine offering expert insight to help businesses improve their CX offering. To ask Ian a question on how to boost the...

Customer & User Experience Expo 2019

CXM has partnered with the Customer & User Experience Expo, which is making its debut at the London ExCeL on the 27th & 28th March 2019, and is running alongside four other unique industry shows at Europe’s best marketing event....

How Innovative Tech can Bring Retailers and Consumers Closer Together

Rapid technology advances and the advent of high-speed internet connectivity have allowed consumers to be more connected than ever before. Mobile phones, tablets, and computers that were once built for simple daily chores such as text messaging and browsing the...

Nationwide Voted UK’s Most Trusted Bank

Nationwide is the UK’s most trusted financial service provider for 2018, according to new research from experience management company and former UK Customer Experience Awards entrants Qualtrics. The research, which surveyed 1,000 UK consumers about the banks and financial services they...

Five Ways to Close the CX Gap

It seems that everywhere we go, every place we visit, every time we buy something, we are asked to rate our experience. There are even adverts in mainline stations encouraging us to provide feedback on our station experience with the...

Customer Complaints: Not all the Same

When it comes to resolving a customer’s complaint and addressing their concerns, customer service experts have various ideas about the right and wrong actions to take.However, there is no right and wrong – instead the response should be based on...