Blog Posts

Why Effective Complaint Management is an Essential Part of an Exceptional Customer Experience

Why Effective Complaint Management is an Essential Part of an [...]

How to measure retail customer experience

Most retailers understand that upstream factors such as customer loyalty, [...]

Ryanair Ignores The Link Between Customer Experience and Employee Experience

Ryanair Ignores the Link Between Customer Experience and Employee Experience [...]

How to make customer experience the cornerstone of a merger

Virgin Money has agreed a £1.7bn takeover by CYBG, which [...]

The future of experience retail in 15 statistics

As retailers increasingly compete on customer experience perhaps the biggest [...]

How too much empathy can reduce customer satisfaction

An apology and empathy that stretches beyond the first few [...]

Step into the store of the future

The retailers crafting the store of the future are like [...]

Four takeaways from The Institute of Customer Service Annual Conference

It was a real pleasure to attend The Institute of [...]

15 vital customer experience statistics for 2018

15 vital customer experience statistics for 2018 Research by Walker [...]