British Airways, P&O Cruises, and Hilton Hotels & Resorts among 2024 UK winners; 16% of UK adults now eat meat-free
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Customer Experience
Sometimes being a customer is horrible
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Call centres not helped by chatbot technology
Retail sales continue to drop (0.9% in the UK), consumers continue to make economies as … [Read more...] about Sometimes being a customer is horrible
Starbucks makes the paying easier
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Starbucks is upgrading its payment methods to enable customers in the UK to collect Stars even when they don’t pay with the Starbucks Card.
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Are you asking your customers the right questions – and at the right time?
New study from Harvard slates traditional customer satisfaction metrics
Companies that focus on traditional metrics such as Net … [Read more...] about Are you asking your customers the right questions – and at the right time?
Covid no longer an excuse for bad service
Consumers losing patience with call centre queues and lack of swift service
Firms are being accused of using the pandemic as an … [Read more...] about Covid no longer an excuse for bad service
Town and city loyalty programme expands across the UK
Supporting local businesses in a tangible way
Mi Rewards, the town and city loyalty programme is expanding across … [Read more...] about Town and city loyalty programme expands across the UK
Customers demand personal but brands lack empathy, says KPMG report
Top ranking brands in each country scored 12% higher on average, compared to other brands in their respective markets, so consumer expectations will continue to … [Read more...] about Customers demand personal but brands lack empathy, says KPMG report
Customer experience lessons to be learnt from BA
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You probably noticed yesterday, the very strong message coming from frustrated BA travellers, that no one was helping them, listening to them, or in any way handling … [Read more...] about Customer experience lessons to be learnt from BA
Just one week to go
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Nearly time for The Loyalty Magazine Awards 2019
Just one week until the biggest event in the global loyalty … [Read more...] about Just one week to go
Was the customer EVER ‘always right’?
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Uber says it will deactivate riders if their rating drops below a certain level, which raises the question whether this heralds the … [Read more...] about Was the customer EVER ‘always right’?