Category: Uncategorized

Keep it in the Family

“Change is hard because people overestimate the value of what they have — and underestimate the value of what they may gain by giving that up.” Flight of the Buffalo 1994 Whether you agree with that our not – the varied...

Countdown to Awards

It’s a sell out! That’s right – all tables for the UK Customer Experience Awards 2013 are now taken and guests can look forward to a memorable event. Finalists for the various categories of the Awards were announced in June, and...

What role is product now playing in the customer experience-led world of marketing?

Intro… Over the past ten years ‘customer experience’ has evolved to become standard practice across some of the world’s largest organisations. With Amazon, John Lewis and Co-op all finding a direct correlation between satisfied customers and profitability, we have seen more...

How personalization is making customer choice a pleasure again

As consumers, we are presented with an array of choices each day. We can have our Starbucks – venti, grande, toasted, skinny, decaf, iced, spiced or espresso. We can communicate with friends by post, email, text, phone, VOIP or tweet....

Delivering the right mobile customer experience: six key considerations

Mobile phones are the one device we always have with us wherever we are and whatever we are doing. From acting as an alarm clock in the morning, to letting us accessing the internet and email for work, post on...

Customer loyalty alone is as bad a metric for business success as customer satisfaction

Recently an article of mine was published with the title: “Market research as we know it is unsuitable for the digital economy” and received a great deal of attention, some of it negative. One of the comments called my article...

Soundcloud On Parallax Featured Image

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Video With Background Featured Image

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Sexual Health – The Value of a Virtual Clinic

The sexual health service is one service provided by the City Health Care Partnership CIC (CHCP CIC). The CHCP CIC is an independent, not-for-profit social enterprise providing NHS services to local people. The values of the company are...

Connect at the awards

Have you booked your table yet for the UK Customer Experience Awards 2013? Space is limited and places are booking up fast for the prestigious event, which takes place in London on October 17. Finalists were announced at the end of...