Customer Experience
Driving change: the shift from CRM to CX
Customers demand more from brands than ever before. Businesses need to provide a unified experience across all engagements, starting from the very first time an individual encounters a brand. Suvish Viswanathan,...
Peak District hotel provides peak digital journey
Wildhive Callow Hall is providing the ultimate customer experience courtesy of its partnership with onejourney. The ‘back to nature’ luxury hotel wanted to excite its guests’ with a digital-first, seamless booking exper...
How can small businesses effectively cope with customer enquiries?
To cope with the challenging economic environment, small and medium enterprises need to strengthen their customer relations and services to help them stand out from the crowd. Martin Brown, CCO at FM Outsource, explains...
How to create outstanding customer experiences in the 2020s
The 2020s are proving to be the decade of exciting and revolutionary technology within reach of businesses that are willing to adapt to use it to improve customer experience. Here, James Frampton, SVP and General...
The optimal sales tech stack for SMEs
Customer experience is vital for ensuring successful sales. Shabri Lakhani, CEO of SalesWorks, talks to us about optimising sales technology for SMEs, such as having a strong CRM, contact database and automating p...
How Evans Manufacturing lives up to its full potential with Freshsales
Following the implementation of Freshsales, Evans Manufacturing now has access to a holistic view of its customers as well as the ability to streamline sales processes and activities. Have you ever wondered where...
Editor’s Question: How can SMEs create a fantastic customer experience?
We have all been there as a customer – let down by a company when it comes to customer service. Often it relates to an issue which crops up and the issue is not dealt with in a timely and efficient manner. It can also h...
Post-purchase delivery communication proves critical for avoiding negative...
Two-thirds (64%) of customers will leave a negative review when their delivery is delayed or they receive an unsatisfactory response to a ‘where is my order’ (WISMO) query, highlighting the critical role of real-time pos...
Customer experience trends to look out for in 2023
The continued growth in online shopping means brands are more under pressure than ever to provide sleek digital experiences. So, what should companies look to improve and invest in with regards to customer experience in...
Is this the end of customer loyalty?
Over half (56%) of Brits have switched from a favourite brand they were loyal to due to increased inflation and the cost of living crisis, while one in five shoppers (19%) agree...
CX is becoming more specialised to tackle ‘people paradox’
A new report by MIT Technology Review Insights explores how global organisations are reassessing their customer experience (CX) workforce and processes in the post-pandemic era. The report, Customer experience and...
Customer experience solutions for SMEs: how important is it?
Consumer values are continuously evolving and are vital to any business, especially to SMEs. Chris Sparling, CX Strategy Director at Reputation, talks to us about why customer experience matters and how start-ups can...
Five tips for small business owners to help grow their business online
Small businesses are embracing digitalisation and catering to their customer needs through a variety of online channels. With new technologies emerging, such as AI, there is no time like the present to help your small...
Yellow.AI expert on improving e-commerce through an omnichannel experience
E-commerce dependence on digital communication has drastically elevated since the pandemic. With digital now at the heart of e-commerce, how can businesses cut ties with traditional communications and embrace the best...
Sendlane releases findings on the health of SME e-commerce community
Sendlane, the SMB e-commerce-focused marketing automation company, has announced the results of its 2021 eCommerce Health survey. A key takeaway is that 2021 was a record year for many SMB e-commerce companies, but...
Social commerce – top tips for SMEs to excel in the new era of shopping
Social commerce is revolutionising the way people shop, combining the discovery-driven nature of social media with the convenience of e-commerce. For small- and medium-sized enterprises (SMEs), it presents a...
Editor’s Question: What’s the best way for SMEs to identify who their c...
It can be a challenge for SMEs when trying to find their customers. This month’s question explores the best way to find potential customers, starting below with a response from Chloe Bevan, Head of Customer Success E...
Just 3% of reps are happy with their current cold approach response rate
Enterprise sales teams are failing to convince 91% of prospects that the sales content they receive has been personalised to them. This is according to new research by Gong, a leading revenue intelligence platform,...
Sendlane creates comprehensive marketing automation suite
Sendlane, a customer experience-focused marketing automation solution for e-commerce brands, has upgraded its suite of SMS/MMS campaign management tools. The new suite is tightly integrated with Sendlane’s platform a...
Duolingo’s Director for Europe on marketing in the modern age
All organisations need a strong social media and marketing strategy to compete in the modern age. Colin Watkins, Country Manager for France and the UK, and Director of Marketing for Europe at Duolingo, speaks to us about...
Sendlane releases findings on the health of SME e-commerce community
Sendlane, the SMB e-commerce-focused marketing automation company, has announced the results of its 2021 eCommerce Health survey. A key takeaway is that 2021 was a record year for many SMB e-commerce companies, but...
Social commerce – top tips for SMEs to excel in the new era of shopping
Social commerce is revolutionising the way people shop, combining the discovery-driven nature of social media with the convenience of e-commerce. For small- and medium-sized enterprises (SMEs), it presents a...
Editor’s Question: What’s the best way for SMEs to identify who their c...
It can be a challenge for SMEs when trying to find their customers. This month’s question explores the best way to find potential customers, starting below with a response from Chloe Bevan, Head of Customer Success E...
Just 3% of reps are happy with their current cold approach response rate
Enterprise sales teams are failing to convince 91% of prospects that the sales content they receive has been personalised to them. This is according to new research by Gong, a leading revenue intelligence platform,...
Sendlane creates comprehensive marketing automation suite
Sendlane, a customer experience-focused marketing automation solution for e-commerce brands, has upgraded its suite of SMS/MMS campaign management tools. The new suite is tightly integrated with Sendlane’s platform a...
Duolingo’s Director for Europe on marketing in the modern age
All organisations need a strong social media and marketing strategy to compete in the modern age. Colin Watkins, Country Manager for France and the UK, and Director of Marketing for Europe at Duolingo, speaks to us about...
Sendlane releases findings on the health of SME e-commerce community
Sendlane, the SMB e-commerce-focused marketing automation company, has announced the results of its 2021 eCommerce Health survey. A key takeaway is that 2021 was a record year for many SMB e-commerce companies, but...
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