Category: Uncategorized

Branding & Customer Experience Holiday Kickstart

Got your swimsuit? Check. Sunglasses? Check. Suntan lotion and poolside reading material? Yep! How about your branding & CX 101 primer? No? Well read on… Ok, well maybe I’m being a bit optimistic about the British weather, but one thing’s for...

CXM Interview: “Take Everyone on the Journey with You”

In a continuation of Lexden’s series of interviews with Customer Experience leaders, MD Christopher Brooks caught up with Kent Reliance’s Head of Customer Strategy & Insight, Stephen Plimmer, to better understand the role of CX at OSB. Christopher Brooks (CB): OneSavings...

3 Remarkably Simple Ways to Improve the Employee Experience

In our Customer Experience Consultancy, we are always asking employees to improve the well-being of customers. We also encourage them to surprise and delight, as well as exceed expectations of customers. After all, we want employees to produce Customer Experiences...

Employee Satisfaction Is Key to Providing a Good Customer Experience

A good customer experience means different things to all of us, but I’d suggest that there is one thing in common – a customer service agent that really delivered, whether that’s going the extra mile to resolve a problem or...

Mutuals and Challenger Banks Have the Best Reputations

Nationwide Building Society, Virgin Money and Santander top the UK RepTrak® ranking of retail banks’ reputations amongst the UK general public, Reputation Institute announced today, based on more than 1,200 interviews conducted in the first quarter of 2016 among members...

6 Steps to Success with Employee Engagement Surveys, Part 2

by Richard Lambert, Morale Solutions Ltd for Customer Experience Magazine In the first part of Richard’s article published yesterday, we shared the first three elements of his model for making a successful employee engagement survey. In today’s article, we share the...

6 Steps to Success with Employee Engagement Surveys, Part 1

by Richard Lambert, Morale Solutions Ltd for Customer Experience Magazine Employee engagement continues to be impossible to pin down. There is no single definition yet, but it doesn’t matter. We all know what we as individuals think it is. We embrace...

Gulf Region Series: Episode 2 – Experience Transformation Road-map: Where to Start?

In the first article within our Gulf Region Series, Mr. Elbadawy started covering topics related to experience transformation within the context of the GCC area with its challenges and complications. Here’s the second article of the series, with more useful...

And what if a Customer Told You that Your Product is Fake?

Customers at Risk – the Creeping and Insidious Impact of Counterfeit Products Counterfeit goods, piracy, knock-off. Whatever term we want to use, Intellectual Property violations are growing and with every fake, unregulated product that reaches the market, the risk of harm...

The Funny Side of Customer Service: Handling Complaints in Good Humour

Research tells us that customers expect a response to their query in as much as about 60 minutes. And yet, most companies fail to appreciate how much customer satisfaction can really count. What should you do when you have a...