Delivering great customer experience (CX) has become one of the most powerful differentiators for UK businesses. It’s no longer just about answering calls or managing enquiries; it’s about creating a seamless, memorable journey every time a customer contacts your company – whether that’s through your website, live chat or a telephone answering service.
Customer experience now has more impact on loyalty and revenue than price or product features. In fact, 73% of customers consider CX to be the main factor in purchasing decisions. And with more customers expecting instant, friendly and efficient communication across every channel, businesses need the right people and systems in place to deliver it consistently.
Customer experience is the total impression a person forms of your business based on every interaction they have with you. That includes:
In a world where 80% of consumers say speed, convenience and friendly support are essential parts of CX, every touchpoint matters. If any part of that journey fails – missed calls, slow responses, inconsistent communication – the experience breaks.
Great CX = great outcomes.
Poor CX = lost leads, lost sales and poor reviews.
Customers remember good experiences, and they come back because of them. Research shows 88% of customers are more likely to buy again from a business offering great service. That means CX isn’t just a feel-good metric – it directly influences repeat revenue and long-term growth.
In today’s digital age, customers share their experiences online – on Trustpilot, Google reviews or social media – all shaping how future customers perceive your business. A great experience becomes a publicly visible endorsement of your brand.
This is particularly true for small businesses, where missed customer touchpoints often go straight to competitors. Solutions that ensure someone always answers – whether via telephone or web chat – prevent valuable opportunities from slipping through the cracks.
Moneypenny has been helping businesses perfect their customer conversations since 2000. By pairing brilliant people with smart technology, we support organisations of all sizes – from sole traders to global enterprises.
Whether you’re busy with clients, in a meeting, or outside office hours, Moneypenny’s Telephone Answering Service ensures every caller is greeted warmly, professionally and in your business name.
Moneypenny’s Outsourced Switchboard Service provides the personal touch of an in-house receptionist trained to represent your brand – without the cost of hiring full-time staff.
Your website may attract visitors, but if you’re not engaging with them in the moment, many simply leave. Moneypenny’s Outsourced Live Chat Service turns visitors into conversations, helping to capture more leads and convert interest into action.
Moneypenny’s AI Voice Agent works alongside human teams to handle routine tasks efficiently – such as lead qualification, appointment scheduling, FAQ handling and data capture – freeing up human receptionists for higher-value interactions. Together, these services ensure customers always receive fast, friendly and consistent support, no matter how or when they choose to reach out to you.
From call answering and live chat to fully outsourced customer teams, we tailor our service around your customers.
Exceptional customer experience isn’t just “nice to have” – it’s a competitive advantage. When your business ensures every enquiry is responded to quickly, personally and professionally, you:
And in a market where customers expect responsiveness and warmth, creating standout CX gives your business a trusted edge.
Whether you want to ensure no call goes unanswered, boost engagement on your website, or deliver market-leading support across multiple channels with a Bespoke Customer Team, Moneypenny has solutions tailored to your business.
Explore how Moneypenny’s customer conversation services can elevate your customer experience today.
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