- 21 November 2016, 09:30 in Customer Experience

Don’t get Dumped by Your Customers: Creating True Devotion by Learning From Real-Life Relationships

Retailers today recognise that if customers have a meaningful (and positive) relationship with your brand, they are more likely to make recommendations to their friends and shop frequently. The majority of retailers, however, have yet to realise their full potential when it comes to building these relationships. Fortunately, models of relationships between people can be used to analyse and improve relationships that customers have with retailers, as was demonstrated recently...

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- 13 December 2016, 10:00 in Data

GDPR – the New EU General Data Protection Regulation – Get Ready or Pay the Price

The General Data Protection Regulation (GDPR) is definitely coming into law in May 2018 and...

- 19 January 2017, 08:30 in Customer Experience

What Will 2017 Bring for Customer Experience?

Technology is changing the way that marketers interact with customers; that much is obvious. But...



- 11 November 2016, 08:30 in Customer Experience

Integrated Live: Live Chat - Is it Worth the Hype?

Having first launched in 2002, Live Chat is an online customer service software used on websites and online applications to allow users to get live...

- 8 November 2016, 10:30 in Customer Experience

Sink or Soar: Managing Customer Experience During Peak Season

Busy shopping days are never short on drama, but are organizations really ready for them? Black Friday door-busters and Cyber-Monday deals succeed in...

- 7 November 2016, 10:00 in Customer Experience

3 Steps for Successful Omnichannel Customer Care

All too often when a business lets down a customer, it creates further problems for itself by failing to rectify the problem through its customer...

- 4 November 2016, 10:00 in Customer Experience

Winning Ways: What Can Businesses Learn From the World of Sport?

Over the last few months we’ve been spoiled by a bumper season of sport. From the Olympics and Paralympics, to the Euros and the Ryder Cup,...

- 3 November 2016, 10:30 in Customer Experience

Dawn of the Chatbots, or a Return to Human Interaction?

As the Chatbot revolution takes hold, will human customer service jobs be put at risk? Not if brands still trust in the authentic human voice. Next...

- 3 November 2016, 09:00 in Customer Experience

The Not so Scary Lessons From Halloween

While the last quarter of the year is the most important for many retailers, for those seasonal retailers who cater to Halloween consumers, it was...

- 1 November 2016, 10:30 in Customer Experience

Customer Segmentation – A Winner for Modern Marketers

Segmentation. It’s a word that comes with many uses, often making it misunderstood and confusing. The most important thing for marketers is to...

- 1 November 2016, 07:30 in Customer Experience

Integrated Live: Mobile Loyalty Programs Create New Levels of Customer Engagement, Part 2

In this post, part two to a post published yesterday, I address some more common questions that I’ve been receiving about some of the...

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