Category: Customer Experience

How Effective is Your Complaints Procedure?

So, you have an effective complaints procedure in place; you are engaging with customers, finding problems and working through solutions, but just one important question remains: “How well are we doing?” There is, of course, one clear sign of an effective...

Delivering Sales Training: What’s the Best Method?

As we get into spring – a time of rebirth and renewal – now is a perfect time to reconsider and re-evaluate our decisions. Specifically, it’s a great time of year to determine how to spend your sales training budget to...

Why Digital Connectivity is key to Improving High Street CX this Spring

Spring has certainly sprung in the UK and many high street retailers will be looking ahead to how they might refresh and renew their offering to entice customers. The pressure remains high for bricks-and-mortar retailers as well as online brands following...

Experiential Shopping: Finding Moments That Matter

“Experiential shopping” is a hot new trend in retail. While the first thing that may come to mind is a quirky pop-up or interactive in-store tech, the reality is that these kinds of experiences are just one piece in the...

Six Killer Mistakes in Your Customer Relationships

Relationships are often regarded as the key to business success. Once a foot is in the door, it’s all smooth talking, right? No! Turning initial relationships into strong and fruitful ones can be tricky and should not be taken lightly....

CSR Strategies: Which One Suits Your Business?

Today, you can have the impression that most companies in the market, no matter the size or industry in which they operate, invest in Corporate Social Responsibility (CSR) – or at least in CSR strategies and communication. Corporate Social Responsibility became...

Major Digital Transformation Journey at Gulf Bank as Part of CX Overhaul

Kuwait’s Gulf Bank has revealed details of a digital transformation journey designed to streamline their service for customers. Working with firm Alaris, the bank has digitized 50 million documents using scanners, which has dramatically reduced physical storage space and resulted in...

B2B E-commerce Lagging Behind B2C for Customer Experience

Poor product visualisation is preventing almost a quarter of B2B customers from making purchases online, according to a new report. E-commerce agency PushON surveyed 500 key business decision makers from up and down the country and found that although the majority of B2B...

A Debt map of Britain

While Japan may have the world’s highest debt to GDP ratio of 223.8 percent, the UK has also seen this number rise exponentially in the last 25 years. Estimated at just 29% during the first quarter of 1993, this peaked...

Skipton Building Society Reflects on an Award-Winning Year

Skipton Building Society, which enjoyed huge success at the UK Customer Experience Awards, has seen membership jump to over one million customers following an incredible year. The firm, which won three gold awards at the UKCXAs in Wembley Stadium in October, announced its...