Why Implement a Customer Experience Management Program?

Most Recent Entries


blog: Don’t Bank On The Weather – But Great Customer Experience Will Always Pay Off!

A recent report reveals many Brits consider eating out at a high-end restaurant an experience worth paying for and are as likely to save up for fine dining as for a holiday. This is good news for brands offering eating and drinking destinations and days out, who could well enjoy some positive outcome here.
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Family at restaurant

blog: NHS Friends And Family Test One Year On – A Happy Birthday?

The calls to improve the experiences of NHS patients have shown no sign of quieting down since the Friends and Family Test (FFT) was launched a year ago, and it seems unlikely that anyone will be rolling out the cake and balloons for its first birthday. But the key question is, now that we are 12 months in, has the FFT had the intended positive effect of creating a patient-centred culture within the NHS and boosting patient satisfaction with the standard of care received?
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Happy 1st Birthday

blog: Lessons Learned From NRF’s 2014 Big Show

I had the pleasure of attending NRF’s 2014 Big Show a couple of weeks ago. This year seemed different to me. The focus of the event appeared to have a deeper functional feel (and less “pretty girl” booth flash). But one thing remains consistent each year I attend this event: More and more, as the competition continues to rise, retailers are endlessly looking for unique ways to make their customer experience truly special.

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NRF Logo

blog: Dealing with Post-Holiday Retail Blues… And Lack of Sales

The good news is that holiday rush is over. The better news is that, according to First Data Corporation’s First Data SpendTrend analysis, spending growth was strong in December as shoppers were more confident and enjoyed stronger income growth compared to 2012. But with every post-holiday blitz comes a less glamorous time of year and its accompanying post-holiday blues.
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Red sale banner

blog: Many Happy Returns? A Guide to Shopper Loyalty After the Festive Season

The festive season may be over but the end of the busiest shopping season is not yet in sight for retailers. The January sales are in full swing, with brands vying for the attention of consumers on the hunt for a bargain and spend those Christmas gift vouchers.
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Christmas Returns

blog: 3 Ways to Become More Patient-Centric in 2014

In April 2013, the launch of the Friends and Family Test (FFT) prompted all NHS acute trusts to take another step forward in becoming more patient-centric, pushing them toward a consistent measure of patient experience across England.
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Medical discussion at hospital with patient
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