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Let The Travel Begin…. Many parts of the world have opened back up to travel and tourism. Guests are starting to pour back into hotels in their tens, hundred’s and even thousand’s. Now is the perfect time to review and improve the customer experience your hotel is offering. Let’s look at three simple measures you …
Continue reading "3 Ways To Improve Customer Experience In Top Hotels"
The UK Customer Satisfaction index (UKCSI) The UKCSI is a report conducted by The Institute of Customer Service twice a year. The report is based on a survey of around 10,000 U.K customers who provide a customer satisfaction score to different companies across 13 industries. The scores are based on various metrics such as employee …
Continue reading "Here’s what makes or breaks satisfaction for the modern-day customer"
Performance Specialist The Experience Blog is committed to bringing you quality interviews from a range of industries covering off different aspects of customer experience. For this post, I interviewed Geoff Greenwood FCCA MBA Msc who is a performance specialist with a long career working at Neuro-Performance. During this spotlight interview we cover off: How Neuro-Performance …
Magic Brand Moments An important part of The Experience Blog is highlighting the great work and thoughts of senior CX professionals, Founders, Managers and CEO’s. I’m so excited to share this post with you as it’s the first of many Spotlight Interviews coming up! Pascal Haider is the CEO of RIX Rewards. Experienced manager, passionate …
A complaint refers to a person expressing dissatisfaction about a company’s actions or inaction. These can range from minor to severe and come in various shapes and sizes. Complaints should never be taken personally but should rather be dealt with professionally. Often a customer has a valid reason to complain, but sometimes their reasons may seem …
I spent seven long years working in professional complaint handling in one of Canary Wharf’s lavish glass buildings. You know the ones that kiss the grey London skyline and shimmer on those rare summer days? During my time there, I worked tirelessly to investigate and resolve a wide range of complaints. I also built up …
Customer Experience (CX) is not a tangible item which can be weighed like a bunch of bananas. It’s a business practice, a set of principles and should be part of an organisations strategic planning. So how do we measure CX effectively? There are five key steps to successfully measuring customer experience which I’ve written about …
I recently searched the internet to find a simple definition of customer experience management and failed miserably. I found helpful definitions, but they seemed a little over complicated. Here is my attempt at defining the term: The processes, software and strategies adopted by an organisation to accomplish excellent customer experiences. There are several elements that …
Ralph Lauren Leads a Digital CX Transformation An article was recently published reporting on Ralph Lauren’s digital transformation. The company has focused on elevating customer experience (CX) by improving it’s online presence and leaning into innovation. As a result, Ralph Lauren reported a 52% acceleration in digital sales, increased customer acquisition and have ranked number 5 on Gartner’s top …
Continue reading "Key Lessons From Ralph Lauren’s Digital Customer Experience Shift"
The Best Definition Customer experience is a fast-growing topic of interest and focus. But what exactly is customer experience? How do we start to define the term? The Cambridge dictionary defines CX as the following: "the way someone feels at all stages of doing business with a company or organization." Another great definition comes from the …