Why your Customer Service Ambition is important

By |2021-06-10T06:46:15+00:00Tuesday, June 8, 2021|Categories: Blog, Customer Experience|Tags: , , , , , , , , , |

We all know that succeeding in customer service is great for a brand but having customer service ambition is what separates business leaders from the survivors. Having customer service ambition is not just about minimising [...]

3 BIG ways you can improve your customer service experience

By |2021-03-11T10:47:47+00:00Monday, March 8, 2021|Categories: Blog, Customer Experience, E-commerce, Product Development|Tags: , , , |

Almost all the work that I have undertaken in customer service has started with the simple problem statement ‘Our customer experience is not where we want it to be’. This is normally followed with [...]

How to create outstanding customer experiences post Covid-19

By |2020-11-03T09:47:07+00:00Tuesday, November 3, 2020|Categories: Blog, Customer Experience, E-commerce|Tags: , , , , , |

Transitioning from a physical to a full digital shopping experience in B2C: How to create outstanding customer experiences post Covid-19 The pandemic crisis, with its lockdowns, social distancing and customers reluctant to go back to [...]

8 Simple Tips for Building a Better Digital Experience

By |2020-11-03T11:27:53+00:00Tuesday, November 3, 2020|Categories: Blog, Customer Experience, E-commerce, Product Development|Tags: , , , , , , |

This week I found myself having to fly to Düsseldorf on business. I had flown with this German company before, but for the first time in years, I had to book the business flight myself. [...]

The future of retail part 1: retail reinvented

By |2020-11-02T15:48:58+00:00Thursday, July 4, 2019|Categories: Customer Experience, Digital Change & Innovation, E-commerce|Tags: , , , , |

Every month seems to bring more depressing retail statistics of once loved brands... Last year Poundworld, Toys R Us and Maplin. Recently, Debenhams, and even retail giant John Lewis had to slash staff bonus [...]

Retail Transformation: The perfect storm?

By |2019-05-24T11:45:49+00:00Friday, May 24, 2019|Categories: Customer Experience, Digital Change & Innovation, E-commerce|Tags: , , , , , , , , |

In this blog, I am going to share my insights on retail transformation, taken from a recent presentation I gave on behalf of RetailWeek. Retail is an area I am passionate about. It is a [...]

How to Create a Customer Experience Led Strategy

By |2020-11-02T15:54:49+00:00Monday, December 18, 2017|Categories: Customer Experience|Tags: , , , , |

“The customer is always right.” Harry Gordon Selfridge   One of the most famous quotes in business and the core sentiment is as true today as it has always been. The only difference now is [...]

TalkTalk hack: 5 ways to respond better using digital channels

By |2017-09-12T08:44:06+00:00Thursday, October 29, 2015|Categories: Customer Experience|Tags: , , |

Whilst TalkTalk feel the full brunt of both media attention and loss of consumer confidence following the "significant and sustained cyber-attack" last week, there will be businesses thinking ‘this could have been me’ and ‘what [...]

5 Tips for a More Profitable Customer Service

By |2017-02-24T17:11:22+00:00Thursday, October 22, 2015|Categories: Customer Experience|Tags: , , |

To survive and stay competitive in today’s customer-driven economy, organisations can't just deliver a great customer service anymore. They need to look for every opportunity to increase the value of each interaction, whether that's to [...]

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