1. The continued rise of the Empowered Customer This has been a trend which has been with us for a few years and will continue to accelerate in 2018. The development of technology and the growth of Social Media means that the customer has a voice, a very loud and influential voice. The smarter organisations are engaging their customers at a much earlier point and gaining their input and thoughts on their plans for the future. These are also the [...]
Here are some key factors we believe will shape Customer Experience in the UK in 2017… Increasing 'smart' consumers In an ever changing marketplace, retailers/service providers will need to consider the fact that their customers are better informed and more demanding than ever before. To ensure growth and the maintenance of a competitive edge, retailers/service providers will need to better understand these savvy customer’s emotionally based buying journey, and have a team with the ability to not only identify the customers’ needs [...]
The old mantra if you don’t measure it you can’t manage it holds true for your Customer Experience programme. In our experience regularly measuring Customer Experience (CX) enables organisations to: Capture feedback from their customers, Provide actionable information to recover poor customer experiences, Monitor CX levels over time and assess its impact on business performance, Generate strategic and operational insights for executives. When measuring Customer Experience consider the following: Robust processes are vital… Customers are providing feedback in-person, on review sites, via social media, and through [...]
2016 will be the year that Customer Experience moves higher on the agenda. It will no longer be the preserve of enlightened CEOs who adopted a customer centric approach and reaped the benefits while proving the business case for it. According to Forrester’s Customer Index these customer-centric companies gained 43% in performance compared to a 33.9% decrease for companies who have neglected Customer Experience. Four key trends that will help drive the move to adopting a customer centric focus include: 1. [...]
In an increasingly competitive marketing place Baileys Travel, a regional chain of travel agents recognised the need to enhance their Customer Experience. Chris Bailey, owner and founder, explains in this short video the successful Customer Experience programme implemented and the outcomes. For full case study read here.