Author: CXM Editorial

Customer Surveys in the Social Media Age

Legal cases about fake reviews on Yelp has shone a spotlight on the growing importance (and hazards) of online reviews for brand reputation. Here Gary Topiol, InMoment’s Managing Director, International, discusses how brands can best navigate the minefield of online...

How well do you know your customer?

The days when focus groups and surveys from sample groups were the only tools to glean customer feedback are long gone. Businesses now have access to a far broader set of tools to access insight from their entire customer base....

The Power of Segmentation: driving retailers to the right customer

It is vital within the retail sector for the central message of any given advertising campaign to reach the right customer. Customer Segmentation – breaking down consumers into various groups depending on age, income, location, purchase habits and so on...

Celebrating the Digital Winners

FINALISTS were converted to winners at the first ever UK Digital Experience Awards 2014, held in London last Wednesday. Created to recognise and celebrate the delivery of exceptional customer experience through digital channels and media, the Awards proved to be a...

Would you make a good Judge?

Have you thought about judging at the UK Customer Experience Awards, but weren’t sure what was involved? Judging has a lot to offer and is a wonderful way to share your knowledge and expertise. At the same time it will help...

Are you afloat on an innovation sea?

“There is a tide in the affairs of men, which taken at the flood, leads on to fortune. Omitted, all the voyage of their life is bound in shallows and in miseries. On such a full sea are we now...

8 Elements to Delivering Delightful Customer Experiences

More often than not, interactions between today’s multichannel, multidevice consumers and businesses are cross-touchpoint journeys. How can a business orchestrate these journeys so that they are both delightful for the customer and profitable for the business? Based on our experience...

Are retailers letting their customers down?

Steve Williams from Qmatic explores the findings of a survey that exposes a disconnect between how retailers rate their performance and customer perceptions of actual service delivery Consumers confirm they’re being let down when it comes to experiencing a consistent, positive...

Appointments

Customer management consultancy, Ember Services, has responded to growing demand with two key appointments to its consultancy team. Nigel Bareham, who comes to Ember from Vodafone, will specialise in the development of customer strategies across online, voice and social channels.         Greg Latton...

Prismastar Appoints New CTO

Ave Wrigley joins from TagMan 5th June 2014 – eCommerce specialist PrismaStar has appointed Ave Wrigley as its CTO. Ave will be responsible for all of PrismaStar’s development and operations as well as innovating new products and technology. Ave takes up...