Category: Customer Experience

Drunk, Depressed, Gained Weight: Customers Reveal Reasons for Spending Sprees

UK  marketplace Onbuy.com reveals the results of research into the shopping habits of  1,550 customers, and their reasons for making online purchases…   ...

Now it’s Personal: Utilising Personalisation Techniques to Enhance CX

Applying even the most basic psychological principles will tell you increased personalisation is essential for improving Customer Experience. It is a well known fact that people gravitate towards the people, places, and things that resemble themselves. As a result, customers are...

A United Approach to Revolutionising Complaint Handling

The 2018 UK Complaint Handling Awards took place in London in February, and as a Customer Service Trainer, I was honoured to be invited to join the panel of judges. Our panel was given responsibility for judging the Proactive Complaint Handling...

Toilet or Train?: Where do Brits Prefer to Shop Online?

UK  marketplace Onbuy.com reveals the results of research into the shopping habits of  1,550 customers, and their preferred place to make online purchases…     ...

Take Charge of Chargebacks

During Christmas, £17billion worth of goods are said to have been bought online alone, with an expectation for £2.5billion worth of returns to come back. With retailers and suppliers feeling increasing pressure to fine-tune their logistics and supply chain strategies...

Overcoming the AI Fear Factor

Artificial Intelligence (AI) is a much discussed and debated subject in recent months. From newspapers to world leaders, everyone is talking about what machine intelligence and robotics might do for businesses. With all the buzz it is generating, AI is rapidly...

Managing the Marketing Machine

No matter how well built an engine may be, it only takes one fault to hinder progress, and marketing is no different. Of course, campaign construction is less prescriptive than engineering; while there is usually a single way to wire a...

CXM Club: Six Key Foundations on Which to Build Great Leadership

Royston Guest is a global authority on growing businesses and unlocking people potential. He is CEO of Pti-Worldwide, the author of best-selling business growth book, Built to Grow, and will be a guest speaker at the upcoming CXM Club meeting...

CX Strategies for a Digital-First World

In recent years, there’s been a significant shift in the software industry – applications moving from on-premise deployments to be managed and hosted in the cloud. The implications of this move have caused significant reverberations in the way software organisations operate,...

Journey Mapping: The Route to Succesful Commerce

Generic marketing campaigns and the traditional ways of targeting consumers in a catch-all manner are no longer relevant. Personalisation is now driving marketing and advertising strategies. The new 790-square-metre screen (bigger than a full-sized tennis court) being installed at Piccadilly...