Helen Dewdney

APRIL 13, 2020

In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? I am highly unlikely to travel. I had a package holiday booked but the travel agent has only partially refunded. Many travel agents are refunding as quickly as they can.

Travel 108

Travel Airlines Transportation Insurance 108

Helen Dewdney

AUGUST 13, 2022

Helen Dewdney, consumer champion presents The Complaining Cow Consumer Show on East London Radio. Most things relate to being consumers! All experts in their field, guests talk to a consumer expert! James Jones talks about consumer credit scores. Cristina Luna-Esteban from Ofcom talks about consumer protection.

Consumers 76

Consumers Travel Entertainment Tips 76

QuestionPro Audience

FEBRUARY 15, 2018

2 – 2018 Edelman Trust Barometer. 4 – How Consumers Perceive and Respond to LGBTQ-Themed Ads. As market research and data addicts, we’re always curious to learn how trending topics influence consumers. To all of the the road warriors out there, this report provides great insight into the world of travel.

Infographics 170

Infographics Ecommerce Government Social Media 170

QuestionPro Audience

MAY 25, 2018

In addition to the rising temperatures, consumer spending is up! Keep reading to learn who, what, where, and most importantly, how much consumers are spending this Memorial Day weekend. million Americans—5% more than in 2017— plan to travel this Memorial Day weekend. 88% plan to travel by car, 7.5% An estimated 41.5

Apparel 150

Apparel Travel Hotels Transportation 150

Stella Connect

SEPTEMBER 22, 2017

How to Achieve Excellence in Travel Customer Service in 2018. Last year, people traveling to and within the U.S. If the past is any indication, Q1 2018 will kick off a record-setting year. At the same time, travel customer service will be tested like never before. This is a big challenge for the travel industry.

Travel 40

Travel Customer Service Contact Center Self Service 40

Oracle

DECEMBER 27, 2018

In 2018, the customer experience was front and center for businesses. The 2018 IDG Cloud Computing Survey revealed that 73% of organizations have some part of their infrastructure in the cloud. Mindshare and Econsultancy research revealed that 55% of consumers want to be able to point their smartphones at an object and learn more.

Trends 88

Trends Customer Experience Retail Conference 88

Helen Dewdney

APRIL 17, 2020

Under The Package Travel and Linked Travel Arrangements Regulations 2018 you are entitled to the full refund within 14 days. If they refund in full, with no incoming cash flow, they will go into administration and many consumers will not get their money back. Some companies are giving cash refunds, where possible.

Travel 64

Travel Airlines Government Guidelines 64

Helen Dewdney

APRIL 17, 2020

Under The Package Travel and Linked Travel Arrangements Regulations 2018 you are entitled to the full refund within 14 days. If they refund in full, with no incoming cash flow, they will go into administration and many consumers will not get their money back. Some companies are giving cash refunds, where possible.

Travel 64

Travel Airlines Government Guidelines 64

Maru Group

NOVEMBER 2, 2018

Yet, Maru/edr research in the hours immediately after the latest budget publication showed that less than 1 in 4 (23%) UK consumers agree with Philip Hammond that austerity is coming to an end. It means that a whopping two thirds (66%) of consumers are cautious about spending. Spending set to drop.

Customer Experience 149

Customer Experience ROI Travel Fashion 149

ShepHyken

MAY 11, 2018

In this article, let us discuss a few upcoming trends of 2018 that will affect the customer service as well as CX for business and look at some resolutions that you may have to undertake. Additionally, the best CX or ease of usability will become the most critical factor for the consumer. This is not going to happen, at least in 2018.

Trends 99

Trends Customer Service Video B2B 99

C Space

DECEMBER 6, 2021

Five Consumer Forces Shaping Move. I NEED you to return to work…so I can go to a restaurant, travel, socialize, etc. trillion miles of annual US passenger travel—and more than 4 trillion miles globally—could be converted to micro mobility modes, an addressable market potentially worth hundreds of billions of dollars.

Consumers 59

Consumers Transportation Airlines Travel 59

Helen Dewdney

JUNE 17, 2019

Brexit and EU consumer law. The future of EU consumer law in the UK. When the UK does leave, the European Union (Withdrawal) Act 2018 comes into force which is the repealing of the European Communities Act 1972. Many of the EU directives regarding consumer rights are actually enshrined in UK law.

Consumers 65

Consumers Government Transportation Travel 65

Helen Dewdney

JUNE 20, 2023

Background The Rail Ombudsman opened its doors on 26 November 2018, offering a free to consumers, expert, alternative dispute resolution service to help sort out unresolved customer complaints about service providers within the rail industry. The rail service provider sent a hamper and some national rail vouchers.

Travel 78

Travel Consumers Transportation Training 78

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. This blog post is not about the top customer service trends to watch out for in 2018. Who is doing this right?

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. So, how are UK travel companies doing in terms of online customer experience? One airline answered on Twitter in 23 minutes, but took over 4 days to answer the same query on email!

Travel 49

Travel Brands Airlines Customer Experience 49

Oracle

FEBRUARY 2, 2018

Let’s take a look at 3 customer experience innovations you can expect from video streaming services in 2018. Netflix User 2 consumes more content around romance and emotion thus is served the famous “Connie’s Wedding” scene vs. Netflix User 1’s stark Marlon Brando close-up. Images courtesy of Netflix.

Innovation 81

Innovation Airlines Travel Advertising 81

ShepHyken

JULY 9, 2018

RingCentral) UK businesses are losing billions of pounds each year as consumers continue to demonstrate their intolerance for bad customer experience. CustomerThink) I often write my blog posts and articles whilst traveling on either a train or an airplane. Poor Customer Service Costs UK Businesses £37 Billion by Stephanie Liais.

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84

Gravy Analytics

APRIL 15, 2019

These location-derived insights power our industry-leading audiences that enable advertisers to reach engaged consumers… Gravy Analytics uses anonymous, mobile location signals to understand where people go in their daily lives, and give brands new visibility into the offline customer journey.

Entertainment 64

Entertainment Travel Company Advertising 64

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. But even these leading travel brands can do better. Power reported higher consumer satisfaction than ever – largely due to increased seat sizes and cheaper fares. There is huge market pressure to make great deals. Personalize Based On Past Behavior to Drive Loyalty.

Travel 40

Travel Hospitality Customer Journeys Examples 40

Interactions

FEBRUARY 20, 2019

Forrester’s recent report, Forrester Infographic: Customer Chatbots Fail Consumers Today, released January 30, 2019, discusses a number of ways that chatbots are failing consumers and how this can be prevented. Consumers think chatbots are more time-consuming than helpful. When it comes to your customers, time is money.

Chatbots 54

Chatbots Consumers Infographics Analytics 54

CSM Magazine

MARCH 27, 2024

Intelligent scheduling of engineers is improving operational efficiency and reducing travel times and costs. The customisable workflows and job sheets, all accessible from the BigChange app, are reducing time-consuming paperwork, boosting on site performance and improving communication.

Management 52

Management Customer Relationship Management CRM System 52

Clarivate

DECEMBER 7, 2021

A new report from Clarivate, Luxury brands: Re-calibrating brand strategies for a changing world , looks at how luxury brands – long-standing source of aspiration for consumers – are adapting their brand strategies. The days of conspicuous consumption are over and younger consumers are increasingly courted by brands. Luxury today.

Brands 95

Brands Fashion Consumers Video 95

NetBase

JULY 22, 2020

Here, we’ll take a look at some of the some of the changes taking place in the market and what luxury brands are doing different to meet the needs of consumers right now. What luxury consumers really want from brands. consumers believe luxury brands should engage in manufacturing practices that are environmentally friendly.

Consumers 59

Consumers Meeting Brands Ecommerce 59

Helen Dewdney

JANUARY 31, 2022

Aviation Consumer Policy Reform consultation. Travellers are entitled to fixed amounts, depending on the length of the flight and delay or cancellation. Travellers are entitled to fixed amounts, depending on the length of the flight and delay or cancellation. Consumer bodies such as Which? Airline Travel Assistance.

Government 59

Government Airlines Travel Consulting 59

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Oracle

JULY 31, 2018

This week, the SmarterCX.com team is in attendance at Insight 2018 , the second annual conference hosted by PipelinePros, the Oracle ATG, Endeca, and Oracle Commerce Cloud user group. How do brands compete with digital native companies and meet the needs of digitally native consumers? Sam is a Chicago Cubs fan, and also enjoys fishing.

Conference 40

Conference Retail Travel Tips 40

Helen Dewdney

APRIL 9, 2019

Complain easily using consumer laws! Consumer Rights Act 2015 – the most comprehensive useful law to cover you for most issues with products and services. Consumer Rights Act 2015 digital content the extra cover. The Consumer Rights Directive 2013 – these laws cover you for purchases in the EU.

Travel 55

Travel Consumers Tips How To 55

Helen Dewdney

JULY 22, 2022

The EC Regulations have been written into UK law as The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019. If you are delayed overnight, the airline must provide you with a hotel and travel to and from it. How long do I have to wait before I can decide not to travel?

Airlines 52

Airlines Travel Consumers Hotels 52

C3Centricity

MAY 25, 2020

Consumers are adapting their behaviours to the trading of their personal information. However, cutting costs, selling less attractive business units (such as their US candy business to Ferrero completed in 2018) in the hope of upgrading their image, will not bring sufficient changes that consumers demand of large corporations today.

Technology 194

Technology Analysis Data Consumers 194

Chadwick Martin Bailey

OCTOBER 22, 2018

Couldn’t make it to TMRE 2018? Invest in relationships with your consumers. With over $44 billion in collecting purchasing power, Gen Z is on track to be the most disruptive generation yet—upending all industries from financial services to travel and hospitality. We’re back after a busy week at TMRE in sunny Scottsdale.

Hospitality 45

Hospitality Innovation Conference Travel 45

GetFeedback

JANUARY 21, 2019

In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. Enough so that the consumer feels inclined to further research the company and consider making a purchase. This is particularly true for certain verticals such as healthcare, hospitality, retail, and travel.

Survey 210

Survey Marketing How To Infographics 210

Helen Dewdney

JANUARY 20, 2022

Travelling during a pandemic can be stressful and full of pitfalls, but this guide should ensure that you are well prepared to travel both safely and with little stress. Know your consumer rights when you book. The ATOL (Air Travel Organiser’s Licence) scheme of financial protection covers flight-based holidays.

Travel 43

Travel Hotels Transportation Airlines 43

John Paul

JULY 26, 2018

In 2018, we will see more instances of the data being mined from external sources combined with internal data, to create an even more advanced customer profile. This transforms the way consumers relate to brands, turning a purchase into an experience, and this experience into an addiction. ABOUT JOHN PAUL.

Technology 45

Technology Hospitality Hotels Loyalty 45

TechSee

OCTOBER 2, 2018

T he use of digital twins has an almost unlimited potential to impact the technical support domain, both by enhancing consumer interactions with their technology and by empowering field support organizations. Just as in our example of the smart screw, the impact of digital twins on the consumer mass market has the potential to be huge.

Technology 176

Technology Self Service Innovation Trends 176

CX University

MAY 16, 2023

This flexibility can also help businesses save money on travel and other related expenses. PwC Consumer Intelligence Series. Offer Flexibility and Convenience Online courses can be taken at any time and from anywhere, which makes them a convenient option for employees who may have busy schedules or work remotely. References PwC.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

Helen Dewdney

OCTOBER 7, 2021

The investigation, which was launched in June 2021, looked into the two airlines which were not refunding the cost of flights that went ahead when was not legal for people to travel. And that precedent has been set in favour of consumers. This could be from either a consumer organisation or a class action.” Law not clear.

Airlines 50

Airlines Travel Policies Groups 50

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this. Power to the People.

Trends 173

Trends Customer Experience Self Service ROI 173