Customer experience

Three in four customers feel powerless in the face of poor customer service

The UK has become a nation of ‘silent sufferers’, receiving poor service from the companies they depend on – including banks, phone, energy and insurance companies – but have given up complaining because they no longer believe their voices will be heard. The study comes from the Centre for Economics and Business Research (Cebr), and […]

Should our customers really be paying more for better service?

New research finds that media, telecoms and technology brands are still failing to make a meaningful connection with their customers. Is it time for consumers to change the game by paying for a more dedicated service? asks Nancy Collins in an exclusive article for Engage Business Media Poor customer service is a lot more that […]

Vendors partner to bring powerful predictive analytics to customer experience

Vendors InMoment and RapidMiner  are entering into a partnership that combines InMoment’s Voice of the Customer (VoC) solution with RapidMiner’s Predictive Analytics Platform to generate powerful and actionable customer and business insights. Organisations are challenged with the amount of data generated and the hidden gems that can be found within. Having access to the insights […]

Ten top tips for improving your customer experience strategy

The core principle of value marketing is to put the customer at the heart of the business says Nick Hague. To do this, organisations must listen to the voice of the customer, which requires a comprehensive understanding of their needs and experiences through every touchpoint they have with the business. There insights must be gathered […]

Heathrow posts record as customer satisfaction ratings fly

A record number of passengers travelled through Heathrow Airport last year. The west London hub announced that almost 75 million people used the airport during 2015, an increase of 2.2% on 2014. The growth was driven by emerging markets, with passenger volumes up 14% to China, 8% to Latin America and 6% to the Middle […]

Online click and collect customers let down over Xmas orders

Many shoppers buying Christmas presents online and using click and collect were disappointed when their orders were hit by issues, according to a report. A YouGov survey for JDA and Centiro found that more than a third of customers who ordered products using click and collect services experienced issues getting hold of their items. 31 […]

Customer experience best practice in the travel sector

2015 was a good year to be holidaying. The hotel chain Premier Inn is currently the highest-scoring company in the travel sector, sitting just outside the top 10 in 11th position, with an excellent CEE score of 7.84. And if customers need a strong CX brand to get them to their destination, the airline Emirates […]

Civil legal advice (CLA) recognised for its excellent customer service

Civil Legal Advice (CLA), the free and confidential advice line provided by the Legal Aid Agency (LAA) in partnership with Agilisys, has been accredited with the Customer Service Excellence (CSE) hallmark for another year. CLA offers advice for citizens including debt, housing for the homeless or evicted, domestic abuse, family issues, special education needs and […]