Customer experience

Businesses making limited progress improving customers’ experiences

10,000 CONSUMERS INTERVIEWED IN KPMG NUNWOOD’S 2015 ANALYSIS The class of 2015 could do better – with no overall improvement since 2014 Some brands do succeed – with 4 new entrants in the UK top 10 Those that have improved most rapidly see customer experience as “the new marketing” – ensuring it permeates everything the […]

Ryanair booming as new customer strategy kicks in

Ryanair – the airline that started being nice to its customers after two profits warnings – is the latest flyer to thank the wet summer weather and strong pound for helping profits take off as it upped its outlook for the full year. The Irish no frills airline said holidaymakers booking last minute deals to […]

First Utility says energy suppliers avoiding customers

Many energy suppliers will happily avoid their customers because they know they are on massively overpriced tariffs, according to Ed Kamm, chief customer officer at First Utility. Kamm made the claims as he highlighted four simple changes which would see households paying less for energy and being treated more fairly by the industry as a […]

Customers not finding supermarkets so cheap after all

The cost of basic food and non-alcoholic drink in supermarkets may be rising a lot faster than previously thought. A cross-section of everyday items, including tea bags, bananas, potatoes and milk, went up in price by an average of 8% over the past year, according to new figures piloted by the Office for National Statistics […]

From zero to hero: Lego now world’s biggest toymaker

Just a decade after plummeting sales put Lego in crisis the company’s turnaround – based on engaging customers – is complete with a jump in sales this year meaning the company has overtaken Mattel as the world’s biggest toymaker. As Lego toys were blasted into the cosmos to accompany Denmark’s first man in space, the plastic bricks […]