In this week’s Weekly Shop news digest we look at the importance of customer experience management, predictions for the marketing world in 2010 and how customer satisfaction has reached the lowest point since 2010.

What is customer experience management (CEM) and why should you be focusing on it?

Our first article this week looks at the terms customer experience and customer experience management that have risen to the top of every business’s agenda over the last year. Econsultancy have defined the terms and also outlined the benefits of both quality customer experience and customer experience management.

Customer satisfaction reaches lowest point since 2010

Based on the feedback from nearly 40,000 customer experiences, the 2015 UK Customer Satisfaction Index has shown that satisfaction has reached the lowest point since 2010 – with only the utilities and banking sectors improved during 2014. Retailers John Lewis and Amazon topped the league table for customer satisfaction and other retailers in the top ten included Ocado, Marks and Spencer (food), Waitrose, Argos and Aldi.

10 Predictions for the Marketing World in 2015

You’ve probably read plenty of marketing predictions over the last few weeks, but Rand Fishkin’s predictions for the marketing world in 2015 are well worth a read. Head over to The Moz blog to find out what they are.

Five trends for retailers to watch

This next article from Internet Retailing looks at five trends that retailers should keep an eye on in 2015 which include wearables, cashless payments and drones.

Sales speak: using the right language to keep online buyers interested

Our last article this week explores how to use language to keep oniline buyers interested and includes some handy tips on what to do and what not to do.

Thanks for reading!