Author: CXM Editorial

Cocktails, cappuccinos and quality

Lennert de Jong, Commericial Director of citizenM talks to Customer Experience Magazine from his base near Amsterdam about the expanding hotel group and transforming the way guests view hotels. Affordable luxury hotel for creative people – that is the concept behind...

The golden rule of customer service is no longer enough

We all have customers. They are the lifeblood of our businesses. So how does your business measure up when it comes to providing a great customer experience? Here are some facts about customer service. Customers tell an average of 9 people about...

6 ways of using customer feedback to improve financial performance

In January’s edition of CXM, I interviewed Guy Letts, Founder and Managing Director of CustomerSure – the all in one customer feedback system. By way of a follow up, I spoke to Guy again to understand more about his approach, his...

Global Customer Experience Predictions for 2014

Link to download: http://brandlove.co.za/wp-content/uploads/Customer-Experience-2014-eBook-by-Brandlove.pdf I had the opportunity to contribute to an eBook on CX predictions for 2014. The eBook was put together by Chantel Botha of BrandLove. In addition to Chantel, I was also joined by Jeannie Walters of 360Connext, Mike Wittenstein of Storyminers, Johan Botha of BrandLove, Chris Parker of...

Why it pays to be Anti-Social

The power of social media when used in the right way is undeniable, but used in the wrong way it can be detrimental to a brands efforts. In this context I will be debating that brands are spending too much time,...

Digital customer experience in a multiscreen world

Twenty years ago life was simple. It was the mid-nineties and by 1995 the internet would enter public consciousness and become privatised as the US Government withdrew its funding. AOL offered access to the web via easy to use browsers...

14 tips for 2014 to make web chat work

2014 will be the year that we see web chat really starting to take hold in the contact centre – and not just for the younger generation. Here, Richard McCrossan, Strategic Business Director for Digital Channels at Genesys, gives 14...

How to Minimize Shopping Cart Abandonment

Effective customer service solutions can mean the difference between profit and loss! Shopping cart abandonment is a direct result of customer experience and can be minimized by employing effective customer service solutions and knowledge based systems. nanoRep is leading the way...

From Revolution to Evolution – The Digital Customer Experience Becomes Part of Our Every-Day Lives

Christmas 2013 has been widely recognised as the tipping point for online shopping in the UK: the moment that history will look back on, when UK consumer habits changed forever from traditional to digital shopping. Of course it is not quite...

New Sponsor For Customer Experience Awards 2013

UK Customer Experience Awards 2013 are delighted to welcome Global Reviews as a new sponsor. Global Reviews, an international business that scientifically measures, benchmarks and evaluates the effectiveness of online customer experience, will sponsor the Digital Category of the annual awards,...