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.
[the_ad id="5123"][the_ad id="5124"]
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 …
Banks and other financial institutions that focus on personalisation, innovation and trust, are more capable of meeting the ever-increasing expectations of their customers. According to recent research by FT Longitude and supported by Genesys: The Challenge of Customer-Centric Banking, banks and financial services that deliver highly personalised and quality experiences are more successful at acquiring …
Providing citizens with fast and efficient access to information and government services is seen as a priority for most federal and state departments as well as local governments across Australia. But most public sector organisations and government institutions, due to their size and complexity, face enormous challenges in improving the citizen experience. Australians now expect …
Workers in Australia are looking for new jobs, asking for extra shifts, and switching to cheaper brands as everyday expenses eat up a bigger chunk of their paychecks, new research from Qualtrics shows. Drawing on insights from 1,020 full- and part-time workers in Australia, the study revealed 51% of respondents say it is harder for …
High quality customer service has always been the hidden hero driving company profits. Yet, delivering excellent customer experience (CX) at the business-to-business (B2B) level is much more complex than B2C. Often it involves multiple decision-making parties and significantly higher value or volume of purchases per customer over a lifetime. Changing a vendor is a significant …
Delivering a great customer experience is hard. There are so many factors that go into creating a great customer experience including strategy, culture, processes, technology and organisational structure. Customer expectations are constantly rising – and what’s seen as exceptional service today, may not be the exceptional service of tomorrow. Businesses need to keep innovating and improving their service, …