How would you rate your experience today?

There are lots of different metrics that measure aspects of customer experience (CX). But which ones should you be using? And, crucially, what do they tell you? In this Customer Experience Counts article, we look at the most popular methods. These are all fast, relatively frictionless surveys that pop up after an interaction with your company. They generally ask one or two focused questions that only take a moment of the customer’s time, but can reveal a great deal. Are you happy? Custome...
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Do something today that your future self will thank you for | Apprentice Update

Being an Apprentice at Ingram Micro, so far, has been an experience to remember. It was overwhelming at first; starting my first full-time job in an office with people I wouldn’t have ordinarily mixed with and sure, I had a part time job before but that was nothing compared to what I was about to head into. On my first day, I realised the other apprentices were also in the same boat as me which helped calm my nerves. The company is full of friendly people who made me feel welcome and helped me e...
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Is your customer experience leading the way to more business?

In this Customer Experience Counts article, we look at how companies are taking on the challenge of improving customer experience (CX) in a business-to-business (B2B) context. When did you last review your customer experience strategy? Or assess how well your business is performing in this respect? If it’s been a while, you’re not alone. B2B companies have been slower than their B2C counterparts to prioritise customer experience. And B2B customers are feeling the lag. Research shows that B...
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What’s Ahead for Businesses in the Age of the Customer?

For the second article in our Customer Experience Counts series, we look to the near future, at some of the big-picture dynamics affecting businesses. Understand the driving forces of CX and it’s easier to spot opportunities for your own business. There is a lot to talk about so this will be a blog in two parts. In this part, we will focus on business and people. In part two, we will look at trends in cyber security, supply chains and future technology. We are now in the ‘Age of the Customer’...
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Customer Experience Counts – Our focus for 2017

Customer experience (CX). It’s being heralded by analysts as the next big competitive battleground for organisations of all sizes, in all sectors. It’s easy to understand why. Get it right and you gain a powerful competitive advantage. Get it wrong and both your bottom line and reputation could take a knock. Today, customers are more empowered than ever before, and technology is at the heart of this. Seize the CX opportunity It’s worth the time and effort. In fact, according to Forrester, 72...
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