Author: CXM Editorial

Customer Experience – Good for Customers, Great for Business!

Senate House in London was bustling on the 20th and 21st May with Customer Experience Professionals all eagerly anticipating the arrival of the Customer Experience World London 2014 conference. This year’s theme ‘being good for customers is good business’ attracted...

Is Online Shopping Waitrose’s Achilles Heel?

Customers have once again tweeted Topshop to the peak of the leaderboard, but the same study reveals an online shopping battle among the ‘big 4’ UK supermarkets. Despite a reputation for being more expensive during a time when discounting has been...

The Beating Heart of the Business

Smith and Morris Retail is a small business with a big heart and proved this by scooping the SME category at the UK Customer Experience Awards 2013. Over the years there have been many customer centric mantras that have been...

Still time to enter or judge at the UK Customer Experience Awards

Have you entered this year’s Customer Experience Awards yet? With a fantastic new venue, the 2014 Awards promise to be bigger and better than ever so don’t miss out. Now in their fifth year, the Awards celebrate and promote excellence in...

Why is the customer experience of the Motor Industry so often so bad?

Every automotive brand is trying to create an army of loyal advocates but very few are succeeding to an extent that is really driving profitable growth. Why is this? Let me start by saying that I am not a habitual Motor...

Investing in our obsession with customer service

DPD is the fastest growing parcel delivery company in the UK and has experienced unprecedented growth of 20% a year in recent times. The success is down to an obsession with being totally customer-centric. Not just one department doing ‘customer...

Customer service must keep a place for paper

You’d think that in today’s customer-focused economy most companies would try to avoid deliberately ignoring customer concerns. Yet a new study from Iron Mountain* reveals that over half (57 per cent) of firms in the UK do exactly that with...

Why great service is part of the DNA for IT Service Provider ‘ramsac’

Surrey based IT solutions provider ramsac, have established themselves as a people driven, business orientated IT business. For the first 10 years of ramsac’s life there was very much a family feeling with no more than 10 people on the...

Customer Experience vs. Customer Engagement

Retaining subscribers in this competitive environment is challenging. Marketing faster network speeds and offering new devices is no longer enough to keep customers on board. Mobile operators adopted Customer Experience Management (CEM) to optimize interactions from the customer’s perspective...

Who are The Inheritors?

Although it’s not exactly as William Golding had originally written in Lord of the Flies, we are all holders of a modern day conch – using it to wield as much power as we possibly can. Every day we spring out of bed and enter...