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 …

Is VES the best measure of future customer loyalty?

In the battle for customer hearts and minds, reliable metrics are critical. The Value Enhancement Score (VES) is a rising star, touted as a more nuanced predictor of customer loyalty than traditional stalwarts like Net Promoter Score (NPS) and Customer Satisfaction (CSAT). VES, developed by Gartner, measures how customer interactions impact confidence in a product …

Voice of the Customer – The latest Innovations shaping business success

Over the years, VoC (Voice-of-the-Customer) methodologies have undergone a remarkable transformation, evolving from traditional surveys to dynamic, multi/omni-channel programs powered by cutting-edge technologies. VoC programs have become critical for understanding customers, anticipating their needs, and driving successful business decisions. Voice of Customer (VoC) strategies serve as the cornerstone for businesses aiming to create exceptional customer …

Harnessing the power of micro-moments

In an era defined by fast-paced living and the omnipresence of smartphones, our lives have become a series of micro-moments. These fleeting instances, where people turn to their mobile devices for quick answers or solutions, are shaping the way consumers interact with technology and the brands they do business with. Micro-moments are brief yet critical …

Why linking VoC with VoE can be a game-changer!

Linking the voice of the employee (VoE) with the voice of the customer (VoC) can create a holistic view of an organisation’s performance. For a number of leading organisations this has proven to be a game-changer for their CX strategy and business.   VoE refers to the collective opinions, ideas, and feedback of employees within …

Put personalisation at the heart of customer experience

In today’s experience economy, consumers want more personalisation in their interactions with brands. Organisations that provide it will see a direct impact on their business performance. About 80% of consumers worldwide say they’d recommend and purchase more, more often, from companies that consistently personalise the customer experience. And more than half are willing to pay a …

How a CDP can help a business improve data privacy

In an era of rampant data breaches and privacy scandals, it’s little wonder that consumers are growing increasingly wary of the way their personal information is being collected and used. However, thankfully, there is a way for companies to better protect their customers’ privacy while still providing them with personalised experiences. Enter Customer Data Platforms …

Understanding customers as individual humans. Interview with Alex Genov from Zappos

Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is Head of Marketing Insights and Customer Research at Zappos. In this interview with Mark Atterby, Editor of CXFocus, he explains the importance of understanding customers …

Overcoming the barriers to understanding the customer journey

Providing customers with a connected and frictionless experience requires a full understanding of the end-to-end customer journey. Where does it start, where does it end, and what happens along the way? What are the customers’ goals, needs, and pain points at each stage of that journey? The customer journey is the complete sum of experiences that …