Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
Unleash the power of exceptional customer service! Dive into articles exploring the latest trends, tips, and strategies to elevate your customer experience and build lasting brand loyalty.
Ultimately, investing in CX is an investment in the future of your business. It’s about building a foundation of trust, creating memorable experiences, and fostering a community of loyal customers who not only return but also champion your brand. By understanding and prioritising the customer experience, businesses can unlock sustainable growth, enhance brand reputation, and cultivate a competitive advantage that sets them apart.
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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 …
Australia’s non-profit and charity sector is crucial to the well-being of many communities, providing vital services and support to those in need. The sector employs almost 1.5 million paid workers, with revenue expected to total $201.0 billion in 2023-24[i]. Non-profits and charities face a range of challenges amid a period of rapid technological innovation and …
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 …
From hyper-personalised customer journeys to predictive customer service, AI is no longer a futuristic buzzword, but the engine driving a revolution in customer experience (CX) across all industries. 2024 marks the year organisations graduate from AI baby steps to a full-blown sprint, embracing its transformative power to create hyper-personalised experiences that anticipate needs and build …
In the realm of loyalty marketing, gamification is playing a crucial role in enhancing customer experiences, fostering loyalty, and driving engagement. It leverages the innate human desire for competition, achievement, and rewards to motivate and engage customers. Gamification is adding game mechanics into nongame environments, like a website, online community, learning management system or loyalty …
The hype around Artificial Intelligence (AI) is deafening, but it often drowns out the needs of small and medium-sized businesses (SMBs) and non-profits. Enter NTENDER.AI, an Australian startup dedicated to empowering these organisations with the tools and capabilities to make the most of their data and drive exceptional customer experiences (CX). Launched at the end …
The digital landscape is evolving at breakneck speed, and online shoppers are demanding more than just static product images and detailed descriptions. In this dynamic, complex and crowded environment, video content has the potential to be a powerful tool for enhancing e-commerce and customer experiences. To cut through, retail businesses need to reach their target …
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 …
In the digital realm, where physical interactions are limited, CX becomes the primary differentiator between brands. It encompasses everything a customer feels and experiences, from their first encounter with a brand to their post-purchase interactions. The quality of the customer’s experience can make or break an e-commerce brand. A customer’s journey with your brand starts …
Public service’s dynamic landscape means that government departments face a pivotal challenge: evolving citizen experiences to meet the growing expectations of the people they serve. This evolution is not just a matter of preference; it’s a strategic imperative. When people call government organisations, they’ve learned to expect long waits, a lack of information, and confusing …