Category: Uncategorized

How can brands deliver greater return in retail through loyalty and incentivising?

According to the Chartered Institute of Marketing, acquiring a new customer is between six and 10 times more expensive than retaining an existing one. The figures couldn’t be clearer; brands, particularly in the retail sector, which tailor a truly great...

Shared Parental Leave – where are we now?

Shared Parental Leave tends to be seen as a complicated matter with the majority of the UK population saying they are unclear about the maternity and paternity entitlements that are on offer come April 2015. The current system may seem clearer:...

The Growing Challenge of Third-party Customer Experience

White vans have been in the news a lot recently, most notably as a result of the Labour MP Emily Thornberry’s disastrous tweet during the recent Rochester by-election. Beyond the political landscape they have also featured in one of...

Customer Experience Trends/Predictions 2014-15

A recent Gartner survey reveals that 91% of senior marketeers think the single most important differentiator will be customer experience. Is your business geared up for this trend? Personalisation of Customer Experiences It was getting late. The Newcastle fans were drowning their...

Where is customer service heading in 2015?

Why? People are now swamped with choice. But in our fast moving world the one thing we’re short of is time. People don’t seem to have time to keep trying new things, so if they trust a brand they’re bound...

How positive recognition can lead to long term profitability

Employee recognition has been defined as ‘the timely, informal or formal acknowledgement of a person’s or team’s behavior, effort or business result that supports the organisation’s goals and values, and which has clearly been beyond normal expectations.’ Employees respond to appreciation...

Financial services win back customers affections according to Nunwood’s 2014 Customer Experience Excellence report

During the recent global recession, customer trust in the financial industry was at an all-time low. However, the 2014 UK Customer Experience Excellence (UKCEE) report shows that financial services have mounted a recovery to become this year’s biggest climbers when...

Customer Experience Trends for 2015

Neil Woodcock, chairman of The Customer Framework shares his predictions for 2015. Customer Experience is a board level item in most large organisations but sometimes the discussion becomes more about internal processes and systems than about the customer! We need to...

How to keep up with customer expectations when moving into bricks and mortar

If we are to believe recent news reports, it would seem that Amazon is making plans to trial its first high street store in the US. As a brand that is well established in the online world, will they be...

Finalists announced for the UK Employee Experience Awards

The Finalists for the inaugural UK Employee Experience Awards 2014 have been announced this week. Congratulations to the 66 companies who have been shortlisted across 14 categories for delivering outstanding employee experience, with consequent benefits not only to their teams,...