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 inflation bites further, … [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.

New and existing Starbucks® Rewards members … [Read more...] about Starbucks makes the paying easier

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 Promoter Score are struggling to … [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 excuse for long waits on the … [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 the UK with launches in Guildford, Fleet, … [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 their complex … [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 calendar kicks off at the Tower of London - one of the best … [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 end of the notion that ‘the customer is always right’. … [Read more...] about Was the customer EVER ‘always right’?

Banks turning to fintech for customer solutions

Banks partnering for the experience

Strengthening online security revealed to be a priority for almost two-thirds of banks

More than … [Read more...] about Banks turning to fintech for customer solutions