Customer experience

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 […]

Customers calling the taxman face wait of over an hour

People calling the taxman could find themselves waiting around 38 minutes to get through – or more than an hour if they call in the evening, an investigation by Which? has found. Which? made 100 calls to HM Revenue and Customs’ self-assessment and general enquiries helplines between September and early October to find out the […]

Customer experience strategy – did Black Friday meet customer expectations?

In America, Black Friday is the day after the Thanksgiving celebrations, where many organisations slash their prices in an attempt to lavish exceptional bargains on their customers. As most people in the UK do not celebrate this holiday, it is a tradition that has remained exclusive to those people living across the pond, until recently. […]

Exploring the customer experience transformation of Saga UK

Saga is a brand that knows how to speak to its customers, climbing 181 places in the UK CEE rankings since 2013. To achieve this, customer experience transformation has played a key role. At the heart of this transformation is an aptitude for identifying with its customers in a deeply personal manner. This begins with […]

In Conversation With Customer Experience Leader Jon Hendry Pickup, Travelodge

Travelodge became a customer experience success this year, transforming its experience to enter the KPMG Nunwood UK Customer Experience Excellence top 100 for the first time. Moving 38 places, the brand excelled in the Pillars of Personalisation and Time and Effort achieving an overall CEE score of 7.43. Jon Hendry Pickup, Travelodge’s Chief Operating Officer, recently spoke to us about the brand’s […]

Customer Experience Design – A look at how customer experience is the new branding

Customer experience design is evolving. A few years ago, its main focus was on cost and convenience, with customer experiences being shaped around competitively-priced products or services, provided by respectable brand names. There was a strong sense of ‘educating’ the customer, of letting them know how a low-cost item or company could possibly enhance their […]

Nuisance calls to customer mobiles on the rise

New Which? research has revealed, despite a crackdown on unwanted calls over the past two years, mobile phone users are still receiving a large number of nuisance calls with many not realising they could register their mobile number with the Telephone Preference Service (TPS). As Which? launches a new free text service to help people combat nuisance […]

TalkTalk cyber breach set to destroy customer trust

The TalkTalk data breach could have serious financial and personal consequences for customers, security experts have warned.  Jason du Preez, CEO of data privacy company Privitar, called the hack a “high-profile reminder” that it is impossible for companies to protect data with traditional security methods. The “significant and sustained cyber attack”, which came to light […]