Category: Customer Experience

The CX Balancing Act: Reducing Friction and Increasing Desire

As a Customer Experience leader, it’s easy to feel like you’re pushing a boulder uphill trying to align your organisation around the customer. The reasons are many. CX is still a relatively young field. It’s broad and spans business units and...

Raveolution 2017: Highlights of London’s CX ‘Carnival’

The customer engagement firm Rant & Rave’s conference, Raveolution 2017, gave one of London’s most iconic music venues, Electric Brixton, a carnival twist this year when it took place in November.   Following in the same vein as previous Raveolutions, attendees...

Survive Christmas by Beating the Four Forces Threatening Your CX Offering

From British Airways’ infamous IT meltdown to British Gas’ £9.5m Ofcom fine for billing mistakes, businesses are increasingly finding that poor Customer Experience is costing them dearly. Events such as customers being unable to get an update on when their...

Silo Slaying for the Ultimate Omnichannel Experience

There will always be customers who buy the latest product from a brand as it becomes available, from smartphones to sports shoes. Equally, there are customers who do their research and know precisely what they want to buy, down to the...

Banking on CRM to Keep Customers Saving

Customer Experience is an increasingly important task for any business, especially in retail banking. The sector is still working to repair its reputation in the wake of the financial crisis. New technology increases the avenues of engagement and customers are becoming...

Empathic CX: Making It Work

Empathetic interactions are all about seizing the countless invisible opportunities to surprise and delight customers by giving them information, engagements ,and experiences they will value at precise moments in exact places. Mobile messaging is brilliant at that. With an unrivalled reach...

Top Five Tips for Customer Service this Christmas

With the festive season upon us, shops and websites get busier, deliveries can take longer, and inevitably tempers can flare. Mandy Holford, director of customer services at Echo-U, shares her top five tips for any business preparing for Christmas on how to...

Giving it Your Best Shot: Aiming for Success

“The only person you are destined to become is the person you decide to be.”  —Ralph Waldo Emerson I have trained trainers and employees all over the world and have taught them to believe in themselves and their abilities.  I have...

Keeping Customers Loyal Beyond Christmas

Figures from John Lewis indicate that last year online sales grew by 11.8 percent year-on-year in the Christmas period – the six weeks leading up to the end of December. UK Christmas spending was predicted to hit record £77.56bn in 2016....

Know Customer Expectations…or no Customer Experience

Customer Experience management is a hot topic, and I would get a least one invitation a day to a CX seminar or workshop. Reflecting on the content of these events and having reviewed literature on the subject, it seems that the...