Category: Customer Experience

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...

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...

Best Practices for Social Media Customer Care

Social media has arrived as a first choice channel of interaction for consumers to seek customer care and technical support. It’s the next stage of evolution in the demand for a better online experience and real time customer service.   The birth...

The Greatest (customer experience) Story Ever Told?

Like many people, as thoughts turn to what the New Year may bring, I pause and reflect on the year gone by and consider what I can learn and be inspired by to help face the challenges ahead. As far...

Waitrose – Measuring the Magic

Waitrose has demonstrated its commitment to continuous improvement of customer satisfaction by launching a customer experience management (CEM) programme with Empathica, the UK’s leading CEM provider. Replacing their current mystery shopping initiative, the new programme will be designed to assess the...

The Customer Experience Business Part 2

As I said in last month’s issue, the unexpected discovery that came as a result of my research project of five great companies is that, although they are all in different industries, they all share five things in common. Since...

Your shoes or mine?

You know what it’s like, staring in disbelief at the TV, calling the contestant an idiot because they don’t know the answer! Of course, in the warm and cosy surroundings of our armchair, we usually answer in an instant, but...

10 lessons learned about customer experience

Over the 10 years working with leading global brands, we’ve learned that sometimes it’s executing the basics well that allows brands to break through to new levels of success. Here are some of the key lessons we’ve taken from our...