This isn’t just a failed business transformation, this is a Marks & Spencer failed business transformation

This isn’t just a failed business transformation, this is a Marks & Spencer failed business transformation As the reality of the first of 100 M&S store closures across the UK was greeted by demonstrations from angry customers last week, I have been reflecting on why this venerable British retailer has failed in numerous attempts at [...]

By | February 8th, 2019|Blog|Comments Off on This isn’t just a failed business transformation, this is a Marks & Spencer failed business transformation

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

Why Effective Complaint Management is an Essential Part of an Exceptional Customer Experience Busting some myths It may sound counter-intuitive but, customer complaints are good for business. Many organisations do not make it easy for customers to complain and as a result they delude themselves into thinking all is ok when they may have real [...]

By | November 6th, 2018|Blog|Comments Off on Why Effective Complaint Management is an Essential Part of an Exceptional Customer Experience

How to measure retail customer experience

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 [...]

By | September 17th, 2018|Blog|Comments Off on How to measure retail customer experience

Ryanair Ignores The Link Between Customer Experience and Employee Experience

Ryanair Ignores the Link Between Customer Experience and Employee Experience Ryanair demonstrates what happens when leadership ignores the link between the customer experience and their employee experience. Ryanair and its customers have suffered a wave of strikes over recent weeks with German pilots joining Irish, Belgian, Swedish and Dutch colleagues on the picket line, forcing [...]

By | August 23rd, 2018|Blog|Comments Off on 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 owns Yorkshire Bank and Clydesdale Bank.  The merger will create the UK’s 6th largest bank with around 6 million personal and business customers.  The new entity will rebrand as Virgin Money and the Clydesdale and Yorkshire brands will disappear from the high street.  Barclays is [...]

By | July 11th, 2018|Blog|Comments Off on How to make customer experience the cornerstone of a merger

The future of experience retail in 15 statistics

As retailers increasingly compete on customer experience perhaps the biggest challenge is working out how, why and where CX adds the most value.  Both for customers and as a business.  Keeping pace with the speed of change and meeting the demands and expectations of customers with ever-changing needs also needs to make financial and strategic [...]

By | May 30th, 2018|Blog|Comments Off on The future of experience retail in 15 statistics

How too much empathy can reduce customer satisfaction

An apology and empathy that stretches beyond the first few seconds of an interaction with an angry or upset customer can reduce customer satisfaction.  That’s the finding of new research led by Jagdip Singh of Case Western Reserve University.  Too much empathy when complaint handling can negatively tip the balance on what customers perceive as [...]

By | April 26th, 2018|Blog|Comments Off on How too much empathy can reduce customer satisfaction

Step into the store of the future

The retailers crafting the store of the future are like the best science fiction writers.  They are reimagining their physical worlds and creating new concepts and solutions rooted in real-life experience – it’s futuristic but never fantasy.  The innovators understand that customers buy experiences alongside products.  They recognise that shopping is part of the fabric [...]

By | March 28th, 2018|Blog|Comments Off on Step into the store of the future

Four takeaways from The Institute of Customer Service Annual Conference

It was a real pleasure to attend The Institute of Customer Service Annual Conference last week.  Thanks to the ICS for hosting such a vibrant, stimulating event. The theme of the Conference – Customer Service 2018: Game changing strategies in an unpredictable environment – was set out by Jo Coulson, CEO in her opening address.  [...]

By | March 16th, 2018|Blog|Comments Off on Four takeaways from The Institute of Customer Service Annual Conference

15 vital customer experience statistics for 2018

15 vital customer experience statistics for 2018 Research by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator. We’re just a couple of years away and most brands have already arrived in the future especially when it comes to strategic thinking. The pioneers aside, customer experience is still [...]

By | February 16th, 2018|Blog|Comments Off on 15 vital customer experience statistics for 2018