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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Due to the success of ChatGPT and the media coverage it’s received, AI is currently receiving a lot of attention. This is starting to generate a tsunami of new AI solutions and apps which are flooding the CX and digital marketplace. But how many of these solutions and applications will truly provide value versus how …
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 …
Simply Energy is an energy retailer with over 700,000 commercial and residential customers across Australia. Allison Dorogoj is Head of Customer Experience and Sales at Simply Energy. Mark Atterby, CXFocus Editor, Interviews Allison about the difference between what people say they will do and what they actually do. Mark Atterby (MA): Allison, can you please …
World Vision Australia is a humanitarian aid and development organisation that aims to elevate children and the communities they are part of out of poverty. People can donate to the organisation or sponsor a child. Elisa Iurato is the Chief of Community, Retail and Supporter Experience at World Vision Australia. Mark Atterby talks to Elisa …
For many Australian businesses, harnessing data is the key to anticipating customer needs and market shifts, uncovering hidden trends and having the intelligence to know when to develop new products and services. This is critical to stay a step ahead of competitors and deliver superior customer service. Data is critical at every organisational level. It …
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 …