Category: Uncategorized

Still time to make the finals of the UK Employee Experience Awards!

Congratulations to all of the finalists for the UK Employee Experience Awards 2014 – what a great collection of organisations and best practice! These Awards have certainly turned out to be an exciting and worthy addition – once again with...

How positive recognition can lead to long term profitability

Employee recognition has been defined as ‘the timely, informal or formal acknowledgement of a person’s or team’s behavior, effort or business result that supports the organisation’s goals and values, and which has clearly been beyond normal expectations.’ Employees respond to appreciation...

Customer Experience Trends/Predictions 2014-15

A recent Gartner survey reveals that 91% of senior marketeers think the single most important differentiator will be customer experience. Is your business geared up for this trend? Personalisation of Customer Experiences It was getting late. The Newcastle fans were drowning their...

Loyalty schemes lack relevance and fail to keep up with generation Y, finds new consumer research

A survey of over 2,700 UK consumers has revealed that over half (56 per cent) claim they are regularly offered irrelevant rewards or discounts. These findings come despite 50 per cent of the respondents citing loyalty programmes as a factor...

How can brands deliver greater return in retail through loyalty and incentivising?

According to the Chartered Institute of Marketing, acquiring a new customer is between six and 10 times more expensive than retaining an existing one. The figures couldn’t be clearer; brands, particularly in the retail sector, which tailor a truly great...

Shared Parental Leave – where are we now?

Shared Parental Leave tends to be seen as a complicated matter with the majority of the UK population saying they are unclear about the maternity and paternity entitlements that are on offer come April 2015. The current system may seem clearer:...

The Growing Challenge of Third-party Customer Experience

White vans have been in the news a lot recently, most notably as a result of the Labour MP Emily Thornberry’s disastrous tweet during the recent Rochester by-election. Beyond the political landscape they have also featured in one of...

Where is customer service heading in 2015?

Why? People are now swamped with choice. But in our fast moving world the one thing we’re short of is time. People don’t seem to have time to keep trying new things, so if they trust a brand they’re bound...

How positive recognition can lead to long term profitability

Employee recognition has been defined as ‘the timely, informal or formal acknowledgement of a person’s or team’s behavior, effort or business result that supports the organisation’s goals and values, and which has clearly been beyond normal expectations.’ Employees respond to appreciation...

Financial services win back customers affections according to Nunwood’s 2014 Customer Experience Excellence report

During the recent global recession, customer trust in the financial industry was at an all-time low. However, the 2014 UK Customer Experience Excellence (UKCEE) report shows that financial services have mounted a recovery to become this year’s biggest climbers when...