Tag Archives: loyalty

Moving Beyond the Customer Experience

Have we moved beyond the term CX to describe Customer Experience? I’m starting to think that 2016 is surely the last year when we can keep on talking credibly about CX without acknowledging how the interaction between brand and customer … Continue reading

Posted in Current Affairs, Customer Service, Strategy | Tagged , , , , , , , , , | Leave a comment

Retail in 2016 will be about Mobile and Millennials

This blog is by Liz Parry, Strategic Account Director at Teleperformance UK. The effect of the millennials, or Generation Y (those born after 1980), is less pronounced in the UK than the USA, but it is becoming a significant factor … Continue reading

Posted in Current Affairs, Customer Service, Retail | Tagged , , , , , | Leave a comment

Low Prices vs Great Service – which will win in the battle for our wallets?

Can Jet break my Amazon habit? That’s what the new ecommerce site is aiming to achieve now they have finally launched. Their plan is to eventually charge a $50 membership that will give access to prices that beat their giant rival. … Continue reading

Posted in Current Affairs, Customer Service, Retail, Strategy | Tagged , , , , , , , , | 1 Comment

Retailers Need To Analyse Customer Behaviour

This post is by Liz Parry, Strategic Account Director at Teleperformance UK If you have never heard of the Teleperformance Customer Experience (CX) Lab then click here and take a look at some of the insight and analysis they produce. … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Retail | Tagged , , , , , , , | Leave a comment

What Are The Key Trends in UK Retail Today?

This post is by Liz Parry, Strategic Account Director at Teleperformance UK Last week, the Pew Research Centre in the US announced that the largest proportion of the American labour force is now millennials – adults aged 18-34. I expect … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Retail, Strategy | Tagged , , , , , , , , , , | Leave a comment

Retailers Focusing On Customer Experience

The IQPC event ‘Customer Experience Exchange for Retail’ will take place from July 6 to 8 in London. I was looking at information about the event on LinkedIn when I noticed some interesting comments from some of the company executives … Continue reading

Posted in Current Affairs, Customer Service, Retail, Social Media | Tagged , , , , , , , | Leave a comment

Data Analytics Is Essential in Retail Today

This post is by Liz Parry, Strategic Account Director at Teleperformance UK In a Fortune Q&A this week the CEO of Microsoft, Satya Nadella, talked about some of the biggest trends in information technology at present – in particular the … Continue reading

Posted in Current Affairs, Retail, Strategy, Technology | Tagged , , , , , , , , | Leave a comment

5 Small Changes in Corporate Behaviour That Could Inspire Greater Customer Loyalty

Customer loyalty goes far beyond collecting points on a loyalty card. Today customers intuitively consider their entire experience with your brand and products, from before their purchase or service commitment, during the payment process and crucially, when requiring any follow-up … Continue reading

Posted in Current Affairs, Customer Service, Retail, Strategy | Tagged , , , , , , , , , , , , | Leave a comment

The Value of Keeping the Customers You Already Have

Everyone knows instinctively that it is cheaper to keep the customers you have than to invest resource in finding new customers. According to the Harvard Business Review it is five to twenty-five times more expensive to attract new customers than … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Strategy | Tagged , , , , , , | Leave a comment

Trust. Has your utility provider earned it?

I spent Wednesday and Thursday last week at the marketforce 20:20 ‘Future of Utilities’ event in London and was delighted to hear the same word over and over again from a myriad of speakers from every corner of the Energy … Continue reading

Posted in Current Affairs, Customer Service, Strategy, Utilities | Tagged , , , , , , , , , , , , | Leave a comment