10 years ago Douglas Jackson was born, what a ride it has been.
We are so proud of the growth and development of the business, over what has been a challenging economic backdrop and a constantly changing customer landscape.
Did anyone watch The Voice debut on ITV this weekend? Don’t worry if talent shows and reality TV is not for you, as this is not an article about those, Will.i.am, or Tom Jones, but about Domino’s Pizza and the rise of their customer experience, coupled with their business success.
I have judged at the UK Digital Experience Awards every year since it has started and I am still amazed each year with the amount of time and effort that is put in to, not only the entries and presentations by the finalists, but also by the organisers of the event to make sure that it runs smoothly. Yet again, this was a really great event, which gave some of the more well known and favourite brands, as well as new and upcoming organisations, the chance to showcase their digital propositions and the reasons why they thought themselves to be worthy winners of various different categories. See the finalists and categories here.
Does Customer Experience Drive Revenue Growth?
According to the Forrester’s report ‘Customer Experience Drives Revenue Growth, 2016’, yes it does!
Last week we were back at The National Data, Analytics & Insight Conference 2016, hosted by The Forum, which, once again proved to be a great success. The Forum gave an overview of where our industry is right now which was followed by some best practice seminars, split across Customer Insight, Quality and Customer Experience focussed sessions.
There were lots of ideas and improvement initiatives shared which gave the 200 strong audience much to take back to the office to help drive their continuous improvement and customer transformation programmes.
Ian Robertson, Customer Contact Specialist at The Forum, started the day off with a magical start.
Last week we were back at the Park Plaza, Westminster Bridge for the 2016 UK Customer Experience Awards.
With one of the best views from a hotel lobby in London,(in our opinion), this event just gets bigger each year, with over 800 attendees, there to celebrate improvements within customer experience.
Have you been watching and enjoying, the The Job Interview on Channel 4 and if so, what have you learnt from the adventures of those featured?
#Thejobinterview has been featuring two companies who have a real vacancy to fill each episode.
Earlier this year in the Gartner Executive Survey CEO’s put customer service as the most important priority after growth.
“The big rise of explicit mentions of the word “customer” was very noticeable in the results of this year’s survey,” Mark Raskino, vice president and Gartner Fellow.
Great – The Customer finally has a seat at the top table, so why are many organisations still struggling to deliver great service?
Just because the “C- suite” have finally recognised the importance of the customer, does not mean that the customer experience within these organisations will suddenly improve.
As we know saying, or thinking something and actually doing something and taking action, are two very different things.
The Digital evolution is here! You have managed to convince the exec team that the investment is required and you have successfully established your web-chat channel, or strategy. Great! , so…..what next?
This year, Customer Strategy and Planning headed to Stratford-upon-Avon on the weekend of the 400th anniversary of William Shakespeare’s death, so the conference was full of inspiration and quotes from one of our greatest ever writers.
This year’s conference ‘Breakthrough Performance’ focussed on the fact we can go; ‘Further, Faster, Together’.
What makes you stand out as a professional – ‘An eagerness to learn and continually develop’ said Paul Smedley. This was certainly true of everyone at the conference, who were keen to share and learn from best practice and see some exceptional results from the Innovation Award Finalists.
A few weeks ago I headed to London to attend the Winning with Customer Experience conference. On arriving at the American Square Conference Centre the venue was impressive and I was greeted with a smile and guided to the conference, just in time for a coffee and networking, I was raring to go.