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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Amazon founder Jeff Bezos once famously said: “we see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Offering good customer experience (CX) is non-negotiable for any business, and investing in the right Customer …
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 …
Finding new ways to engage with customers and build long-term loyalty is central to the CX strategy of most businesses. A loyalty program that includes experiential rewards rather than a purely traditional points-based system can be an effective tool for building customer loyalty. Building and maintaining customer loyalty before covid was a challenge. That challenge …
CSM can become a game-changing strategy that turns customers into strong promoters. And yet, it is sometimes still shrouded in confusion and misconception, with businesses failing to see its strategic value. As a CSM leader myself, I can attest to its transformative power. So let’s take a look at CSM more closely, and how organisations …
Rania Wannous, the Chief Customer Officer at the New South Wales Telco Authority, leads the customer experience, partnerships, communications and stakeholder engagement functions at the authority. As customer advocate, Rania ensures the Telco Authority’s services meet evolving customer and citizen connectivity needs. Mark Atterby interviews Rania about the importance of being authentic and inclusive in …
The BPO industry emerged and grew over the 80s, 90’s and 2000s primarily as a means for organisations to reduce costs through labour arbitrage. Contact centres and customer service were seen as ideal targets to have someone else manage these functions, whether locally or overseas. Technology and the pandemic have greatly impacted the BPO industry …
Australian businesses are starting to get the message when it comes to ‘customer experience’. Delivering consistently outstanding CX calls for ongoing, company-wide commitment and collaboration. Having passed the point of regarding it as a ‘nice to have’. CX is now recognised as a brand maker or breaker and organisations are pulling out all the stops …
Becoming a ‘for purpose’ or purpose-led business can elevate your brand above your competitors in the mind of the conscious consumer. But not all conscious consumers are the same. Some consumers may be totally committed activists for the cause, while others are sympathetic and would prefer to do the right thing, but their purchasing decisions are …
Demographics, fluctuating economics, and consumer preferences are changing rapidly, and keeping up with customer demands is becoming more challenging. Including rising incomes, middle-class bulges, ageing populations, and next-generation millennials that are reshaping the customer base around the globe. This has created a burdensome scenario for marketers faced with ensuring their brands can confidently navigate through …
Amidst continued economic concerns combined with some recent very high-profile privacy and data breaches, Australian consumers have grown increasingly suspicious of businesses’ and governments’ ability to remain ethical and protect consumers from technology risks. The 2022 Edelman Trust Barometer found just over half of Australians trust the government to do the right thing, down 9 …