Author: CXM Editorial

Nationwide are wowing their customers

Nationwide’s Barking branch won the Team of the Year (Financial) at the UKCE Awards in October… So how did this small branch in East London make such a BIG impact on its customers? To put it simply, the team in Barking...

Make Your Signature Dish Flavour Of The Day

I know of a great place to eat that does the most amazing steak and ale pies, The Weighbridge Inn situated in the beautiful Cotswolds. It’s a quintessential English country pub, ‘old fashioned’ in its style and ambience, with roaring log...

Mystery Shopping: a key link in the value profit chain

The importance of the customer experience as a point of differentiation within the market is now well recognised. As a result it quite rightly has an increasing level of strategic focus placed upon it. Customer satisfaction sits within the value profit...

Can you create true loyalty with a loyalty programe?

It will come as no surprise that only a fraction of the loyalty cards carried by consumers are used. Generally, people only end up carrying the ones that (a) fit in their wallet and (b) can be placed on a smartphone…...

Finding the missing million

I recently met Guy Letts, Founder and Managing Director of CustomerSure which is an all in one customer feedback system. Apart from what I learnt about the product itself, I also learnt about Guy’s journey, his experience and his ‘battle scars’...

Customer Service for Financial Services

Knowledge based systems offer many unique benefits – Effective customer service software provides multiple advantages for financial services enterprises. Effective customer service is geared towards promoting a cordial relationship between a company and the people who patronize it. In its simplest...

Creating Engagement Through Empathy Engineering?

So how do you build truly great levels of customer value? We have all heard the stories about customers with an 85% satisfaction rating being almost as likely to leave you as those with a 60% rating. Well, perhaps that is...

Customer Experience & eCommerce…

In the world of eCommerce every interaction matters. Just one minute of downtime can cost a retailer thousands of pounds in lost revenue, as well as significant damage to its brand reputation and the business. In light of this, IT is...

Does your online experience create a great impression?

At the 2013 Customer Experience awards the judges were on the hunt for a company offering an exceptional experience to customers online. Clothes2order, a company supplying clothing to businesses for uniforms, promotions and events, with all orders taken via its...

New Health Sector January

NEW Health Sector In partnership with the Patient Experience Network Note From Ruth Evans Welcome to our very special New Year Edition of the PENLetter. As we enter 2014 we would like to wish all our readers and members a very happy, lucky and...