Category: Customer Experience

A Customer Experience Expert Tackles Two of the Most Common Mistakes Companies Make

The world is going omni-channel*, and understanding / managing your customers’ cross-channel journeys and usage of ever-proliferating media are at the heart of Customer Experience theory. There are numerous different approaches to map out the current and desired experience that I’ve...

BT Invests in World Class Network Centre of Excellence in Belfast

Last week, following an investment of £1million, BT officially opened a brand new state-of-the-art Network Operations Centre, a secure 24/7 operation where BT proactively manages its customers’ networks. The centre pre-empts and manages customers’ critical communications networks, identifying and resolving network...

It’s Time to Rethink Sentiment Analysis

Positive, negative, neutral. Thumbs up, thumbs down. Smiley face, sad face, neutral face. So straightforward – but so meaningless. Most executives want their customer feedback to be analyzed based on sentiment. This makes sense on the surface. After all, it can...

Internet Retailers Leveraging a Hybrid Approach To Customer Experience

Today’s customer experience comes with high expectations in order to keep up with the latest and greatest products and services. The importance of positive customer experience builds the reputation of a brand, and without the dedication to provide a well-rounded...

Is Your Ego Making Customers Switch Off? Guest Post by Nigel Owen

Picture a room full of strangers at a party you’ve just arrived at, as you walk in there’s one voice you can hear above the rest, bragging about how they have the biggest house, the fastest car, the best job....

5 Tips That Can Make SMS Marketing More Effective for SMEs

SMS marketing is one of those areas that many SMEs and start-ups seem to avoid, especially at the very beginning. The most frequently cited reason for this is annoyance and the presumption that it could irritate potential customers. Not many...

In The Enterprise, Customer Experience Starts With Social

Many companies view social media as simply one part of their marketing strategy – using it to tweet or otherwise share company announcements, comment on relevant news, and distribute company-authored content. But increasingly, savvy businesses are recognizing social media not just...

Holland & Barrett Sold for £1.8bn to Russian Billionaire

Holland & Barrett, the UK’s biggest health food retailer, is being bought by a Russian billionaire for £1.8bn. L1 Retail, a fund controlled by Mikhail Fridman, is buying the chain from US private equity firm Carlyle. Carlyle acquired Nuneaton-based Holland & Barrett...

How Customer Conversations Make or Break CMO Careers

Customers are the life and blood of today’s businesses. The Chief Marketing Officer (CMO) is the champion of these VIPs, and in this role they must facilitate continuous, two-way conversations, both on a personal and professional level. Failing to do...

Tesco Home Deliveries Hit by Computer Glitch

Thousands of Tesco customers have had home deliveries cancelled as a result of a computer glitch that is affecting services nationwide. A spokesperson for the supermarket said that up to 10% of customer orders had been affected. Many customers took to social...