Contributor: Ana Brant
Posted: 09/01/2016
The Strengths and Weaknesses of 5 Key Voice of the Customer Channels
Ana Brant, Global Director of Guest Experience and Innovation at the Dorchester Collection of luxury hotels, outlines the pros and cons of some of the most used VOC channels. Almost everyone in the luxury service industry talks about “listening to the voice of the customer”, but listening is not the same as understanding. How you listen, and to wh Full Article »
Posted: 12/01/2016
Unilever Customer Experience Crisis Management
Khaled Adl is the Vice President of Customer Development Global Route to Market at Unilever. In a presentation as the Customer Experience Exchange for Retail he spoke about the relationship between crisis management and customer experience. And how to still deliver an excellent experience when you’re facing a crisis. Full Video »
Contributor: Zarina de Ruiter
Posted: 11/22/2015
CX Leaders
Interview with the Retail Director at Artisan du Chocolat about their customer experience strategy, the key to employee and customer retention and how they’re delivering a consistent customer service during the busiest time on the retail calendar. Danny Andrea is the Retail Director for Artisan du Chocolat, where she is responsible for all the in- Full Podcast »
Contributor: IQPC Editorial Team
Posted: 03/21/2016
The retail industry has undergone a significant change in recent years. With the rapid rise in online stores and mobile shopping, the high street has seen a decline in footfall, and the lifetime customer loyalty many brick-and-mortar stores were accustomed to is no longer a given.Retailers have to work harder and focus more on delivering a wow expe Full Whitepaper »