Using Customer Feedback to Improve Customer Experience and Business Results

Join us in Dublin on 25th September when Ben Ward (Commercial Director of Mothercare), Oisin Ryan (Co-Founder of ServiceDock), and Mark Gould (MD of CP2 Experience) will share their successes and challenges in delivering value from Customer Experience initiatives. Most organisations understand that factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on financial performance. However, [...]

By | July 31st, 2019|Blog|Comments Off on Using Customer Feedback to Improve Customer Experience and Business Results

Change is coming and the insurance sector needs to embrace Customer Experience

Change is coming and the insurance sector needs to embrace Customer Experience Ripe for change? The insurance sector is ripe for change. In truth the circumstances driving sector wide disruption have been in place for some time but have not yet reached a tipping point. That may all be about to change. Those in denial [...]

By | June 17th, 2019|Blog|Comments Off on Change is coming and the insurance sector needs to embrace Customer Experience

Five Key Tips for Effective Complaint Handling

Five Key Tips for Effective Complaint Handling

By | April 25th, 2019|Blog|Comments Off on Five Key Tips for Effective Complaint Handling

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