12 actionable tactics brands can take to build loyalty with their customers

New report, published by Intuit, highlights 12 tactics brands need to adopt to build loyalty with their customers. The report includes findings from a survey of 4,000 consumers across the United States, Canada, the United Kingdom and Australia – with 1,000 participants per market – and qualitative interviews with eight global marketing experts.  “The Science …

Flight Centre selects Qualtrics for AI-powered customer experience program

Flight Centre has adoptced a new artificial intelligence-powered customerexperience program, developed by Qualtrics, to boost customer satisfaction andraise agent productivity. With the new program in place, Flight Centre is able to capture, analyse,and act on structured and unstructured feedback across emails, chat, messaging,social, online review, traditional surveys, and more, to build a more completeview of …

Stop guessing, start growing – leveraging customer insights for success

Customer insights provide the in-depth understanding of your target audience’s needs, wants, behaviours, and pain points. They are the golden nuggets of information businesses can use to propel growth. Generating customer insights business leaders can act on can, however, be a significant challenge. Techtarget defines, “Customer insight, or consumer insight, is the understanding and interpretation of …

Australian businesses are betting on AI in the face of customer churn

Ninety-seven percent of Australian businesses are looking to AI for enhanced customer experience despite 95% still harbouring fears over the technology, according to research commissioned by Genesys. 78% of Australian businesses surveyed are concerned about diminishing customer loyalty — a problem the bulk of businesses hope to address with AI. The study, was carried out by …

How to maintain human connection with customers in an AI world

It sounds counterintuitive, but in today’s always-on world consumers are placing a premium on human connection. Among headlines about households spending more online than ever before, traditional bricks and mortar institutions moving to online- and digital-only models, and the general buzz for AI, two-thirds of Australian consumers still prefer to engage with brands via human …

How much are bad customer service experiences costing your business?

The cost of bad customer service in Australia is estimated to be $74 billion annually, according to a recent study by Qualtrics. This sobering figure underscores the importance of prioritising excellent customer service in today’s competitive landscape. The true cost, however, might be even higher, considering the additional strain placed on understaffed teams struggling to …

The ‘value beyond’ – The secret to delivering unexpected value for customers!

Imagine catching an Uber and not only reaching your destination quickly, but also receiving insightful recommendations from your driver for your evening plans. This simple example illustrates the essence of what David Stone, VP of Growth at Concentrix, refers to as the ‘value beyond’. It’s about exceeding customer expectations by going the extra mile, understanding …

Metlifecare chooses InMoment’s CX Platform to manage resident and customer feedback

Metlifecare, established in 1984 is one of New Zealand’s largest retirement village providers. They currently own and operate 37 retirement villages throughout the North Island of New Zealand. Positive experiences directly impacts the emotional and physical well-being of residents who live in Metlifecare’s villages. From seamless onboarding and responsive staff to a vibrant social calendar …