Customer experience

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 […]


Banks should send their customers a bill each month to help them understand the true cost of their account and shake up competition in the sector, according to the chief executive of TSB. Paul Pester told the Press Association that at present, the true cost of banking for consumers was covered in a “cloak of […]

4 Strategies to Manage Customers’ Wait Time

No customer likes to wait. Smart businesses strive to minimize not only actual wait time, but also perceived wait time — the amount of time that customers think they waited, regardless of how long they truly waited. Because perceived wait time directly affects customer engagement, it is imperative to manage it in every customer interaction. […]

Five top tips on maximising ROI on the customer experience

As National Customer Service Week comes to an end, Nick Peart voices his opinion on how you can increase awareness and importance of customer service. When it comes to customer service return-on-investment, a key challenge for many senior executives is winning support from the board to invest in customer service, as despite our love for […]

The importance of time and effort in a customer experience strategy

In The Six PillarsTM, the pillar of Time and Effort is often one of the highest-scoring for some of the UK’s most successful brands. Similarly, it is one that customers attach a particularly high value to. Time is regarded as a precious asset, and one that many people wish to protect at all costs. This […]

High street estate agents falling behind customer expectations

High Street estate agents have not responded to consumers’ changing needs are worryingly out of date, according to an online agent. Three-quarters of house hunters now start their property search online, while just one in 25 does so by visiting an estate agency, said Rob Ellice, chief executive of easyProperty, a new venture from easyJet. […]