Category: Uncategorized

iPhone X Factor

The new Apple iPhone is in the centre of attention, with reviews coming in thick and fast. Here is an overview of the long-awaited iPhone X, which – even with just a few months left in the year – is set...

Three Ways Insurers Can Improve Customer Experience

The insurance sector has become notorious for low customer loyalty and bad Customer Experience. Research by The Actuary revealed that 27.9 percent of consumers find it the worst sector when it comes to customer service. This was only made all the...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s handiest stores for home improvement, and a Greek restaurant that would have you smashing your plates…for all the...

CX Tales of Terror

Halloween is traditionally a time of good-natured spooky fun – unless you’re a character in one of the season’s many linked horror movies, in which case, why are you reading this? Go and hide in a closet. Yet in the world...

Bitcoin Continues to Rise in Value, Despite International Doubts

The record-breaking rise of bitcoin is continuing unabated, with a new high value of $6,300 marked as October drew to a close. The cryptocurrency is surging in popularity, but its attraction is not translating to all corners of the world. Despite neighbours...

These Two Common Tools are Killing Customer Experience!

Creating great Customer Experience can be hard….however, creating CX that is truly innovative can sometimes feel impossible. Just keeping-up with competitors requires continuous improvement, doing something new in your industry requires herculean effort, and doing something innovative cross-industry is surely the...

Keeping Customer Loyalty: The Ultimate Guide to Deals and Discounts

As a business, there will be times when you decide to offer discounts, deals, or coupons to increase revenue and customer loyalty. However, if not done correctly, you could cause significant damage to your brand, and even become unprofitable. Here, business management...

Book Review: ‘Great Answers to Tough Questions at Work’ by Michael Dodd

We’ve all been there – whether it be at a job interview, a board meeting, or speaking directly with customers – sometimes you are hit with a question that, for whatever reason, you simply cannot answer. Or at the very least...

Better Your B2B Customer Experience in Five Easy Steps

Whilst few B2B executives would disagree that it’s important to provide a great Customer Experience, many struggle to translate their best intentions into practical transformational actions.  Here are five practical steps B2B executives can take to improve their CX. 1) Design,...

Achieving B2B and B2C Experience Parity

It is high time B2B companies finally embraced what B2C companies have known for years. In 2009, when I was running usability research for  Skype’s business proposition, I noticed that business customers were starting to ask questions like: “If the websites...