Author: CXM Editorial

Small business, big challenge: The ups and downs of being an SME

Starting up your own SME has never been a plain-sailing operation and none more so in today’s climate where competition is fiercer than ever. As well as the headache of financing your dream, there are always the little things that...

Walk a mile in their shoes

It has never been more important to keep close to your customers. With an explosion of media channels, customers now have access to countless sources of information on the products and services they are interested in. Dr Emma K. Macdonald...

Best Western’s First Contact Resolution -A Year On-

Companies receive complaints. Whatever the industry. It is how the company deals with the complaints that makes a huge difference to wider brand perceptions. A quick search on social media will demonstrate how many complaints brands receive – and that...

Countdown to zero for Banking Customer Service

When it comes to measuring Customer Satisfaction, customers start their interaction hoping they’ll be able to score businesses at a ten, it’s only what we do throughout our interaction with them that keeps their score up there or that gradually...

Hospitality – What do we want from our hotel stay?

How often have you stayed at hotels either on business or for pleasure? What is it that you’re looking for from your stay? I often stay at hotels for work and less often with my family and I have a relatively...

Do your hotel guests or restaurant diners suffer from buyers' remorse?

So you’ve got the booking. All you do now is wait for your guests to arrive. Right? I’m sure you, like me, have made purchases – maybe bought a new pair of shoes, ordered a new car, or booked a holiday...

Hillarys quality approach extends to customer service

If you have redecorated and needed new blinds or curtains, chances are you have looked at or purchased from Hillarys. Trading for more than 40 years, Hillarys is the UK’s number one supplier of made-to-measure blinds, shutters and curtains. Its 180-seat...

What is great 21st Century Customer Service?

We are very proud and fortunate to work within the hospitality sector in the UK, alongside many people who value the delivery of customer service excellence as a critical success factor for any business. However, not every organisation and individual...

Hotel Staff Language Skills: Why Knowing Who Your Customers Are Is Essential

Is it silly to think that there’s still a term as ‘culture shock’ still existing in the age of globalisation? If you assume the answer to that is ‘Yes’, you probably haven’t heard of the term ‘Paris syndrome’. It’s a...

Still time to become a judge

Final arrangements are being made for the 5th annual UK Customer Experience Awards which take place on September 25th – and there is still chance for industry professionals to step forward as Judges for the event. Being a judge at the...