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Thought Leadership

Thought Leadership

Are you serious about your CX strategy?

It has been over a decade since the penny dropped in B2C marketing departments across the globe:  the internet and social media has made consumers more powerful  so it is more effective to treat them as individuals rather than customers as a whole. This same message has got through to B2B businesses, albeit somewhat later. […]

Big up your customer contact charm offensive

  Customer Experience is something I expect we all know a fair bit about. We are all customers and at the user end of hundreds of products and services daily, the experience of which is mostly subliminal until something exceptional happens. At this point we are propelled towards delight in one direction (tweet, tweet, fb, […]

Experiencing a work experience student in the workplace

POSTED ON July 30th  - POSTED IN Uncategorized
  If you are given the opportunity to take on a work experience student for a week or two – TAKE IT! If you’ve been scared off by thoughts of babysitting a dilatory teenager, or read that the majority of today’s kids leave school illiterate, innumerate and unmotivated, then pay attention. They’re not all like […]

SMEs and the Importance of Creating Positive Customer Experiences

By dint of size, growth and contribution to the UK economy, the small to medium sized business is the ‘new black’. But while the UK government is just beginning to recognise its importance by the recent introduction of the Small Business, Enterprise and Employment Act and making strides in encouraging young enterprise, many established SMEs […]

How big does your company have to be to deliver a good customer experience?

This week I attended a most enlightening webinar on Customer Experience Excellence delivered by David Conway, Nunwood’s Chief Strategy Officer. In it, David compared customer experience among USA companies with UK organisations and concluded that, using Customer Experience Excellence ratings, the US is years ahead. It may be something to do with the fact that […]

Latest Research from MRS Says Banks are Most Trusted Institutions

Market Research Society has published findings from a study on consumer privacy that shows that despite continuing negative publicity surrounding banks, they are still most trusted with our personal information. According to the research, concerns about increased government surveillance and websites and communications platforms that soak up personal data has led to only one in ten […]
 
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