Ten top tips for building a customer-driven company in 2019 The world is changing fast. Customers are in control. They expect to shop when and how they like, 24/7. Rising customer expectations present a challenge for retailers and other suppliers who are having to extend their hours of business and the channels they support to [...]
Our Primark article featured in the Most Connected Brands Index We are excited to see the publication of the Most Connected Brands Index (www.mostconnectedbrands.com) compiled by research agency Opinium and including our feature on Primark. Unlike many of the other brand indices already available, Opinium’s research relied on the views of people that have the [...]
How to ensure your Customer Experience strategy drives improved results – for your customers, your employees and your shareholders Join us for a complimentary executive breakfast round table and networking event Institute of Directors, 116 Pall Mall, London, SW1Y 5ED 24th October 08.00 to 10.00am Register today for cp2experience’s complimentary breakfast round table and networking event. Join [...]
Delighting customers comes with a cost. Delivering a superior customer experience should meet, and even excel customer expectations. But, not at any cost.
Delighted customers that have an affinity with your brand will help create new customers, new advocates even. But, advocacy has to be earned.
Changing customer behaviours, online and mobile migration, fintech and digital disruption, legacy systems, outdated, the death of the high street. Phrases often used to explain why the bank branch will soon be consigned to the history books. The reality underpinning the prediction is not so clear though. There have been unprecedented numbers of branch closures. [...]
Most businesses have a customer experience vision, but few invest in tailored employee training to unite their people around these. Learn about best practices in our Customer Experience Mini Guide
It’s no accident that brands that provide a great customer experience usually provide a great employee experience too. Find out more in our mini guide
Customer experience leaders, lauded by their customers, peers and beyond, formulate and implement enterprise-wide CX programmes underpinned by a well-crafted strategy
Most retailers understand that upstream factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on both financial performance and operational variables. However, linking and measuring customer experience initiatives to tangible return on investment (ROI) can be a challenge. If retailers do not have a well-defined, structured measurement strategy, it’s [...]