Customer Experience

Articles on on Customer Experience (CX) topics for UK SMEs. Guides on how to improve the overall perception and interaction that customers have with a company or brand throughout their entire journey, from initial awareness to post-purchase support.

Running a Business

Top 5 tips for customer experience running a small business

Customer experience – responding to good and bad reviews, acting on complaints, listening to customers – is increasingly important for any small business. Chris Sparling offers five tips for keeping customers onside

Finding and selling to customers

How to personalise your customer experience

When it comes to selling online, there’s nothing to stop you offering the same level of service as big High Street brands – if not higher. Elliot Bishton says that personalising how you treat customers is key.

Business management

How to conduct a customer survey

Customer surveys are a great way to get feedback on how your business is doing and what customers would like. But how do you structure a survey to get the most responses?

Business management

8 ways to make your small business more disability aware

Being aware of the needs of the disabled isn’t just good business sense, it’s good for your business as a whole

Finding and selling to customers

Five ways to add value to retain your customers

96% of customers say they would avoid a business because of bad customer service. Retaining customers is just as important as finding new ones, says Aileen Allkins

Finding and selling to customers

Q&A: Adrian Swinscoe talks about improving customer experience

The customer experience is central to the longevity of any small business. Advisor Adrian Swinscoe shares his thoughts on the topic.

Finding and selling to customers

How to shape your customer experience vision

Here, Paul Whitelam of ClickSoftware explains what you need for your customer experience vision.

Business Technology

Wi-Fi: the key to getting customers back on the high street

Here, Rees Flynn of WiFi SPARK tells us why a premium Wi-Fi connection is essential for the future of high street shops.

Business Technology

Why your business needs chatbots to improve customer experience

How can a chatbot improve your customers’ experience? And, if you are going to make an investment, what steps should you take to ensure implementation runs smoothly? Here, Chris Crombie finds out.

Finding and selling to customers

How to measure customer experience as a small business

Here, we provide a practical guide to measuring customer experience.

News

Retailers reducing friction in pursuit of ‘5-star’ customer experiences

Friction-free shopping is a competitive advantage in retail stores, as congestion and not being able to find what you want leave customers shopping elsewhere.

Finding and selling to customers