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 travel, hospitality and tourism industries have been hit hard by the COVID 19 pandemic. These industries are expected to rebound slowly as the world emerges from the crisis and travel restrictions are lifted. CX is expected to be a critical factor in how quickly these industries recover. At the beginning of 2020, travel was …
Today we are very fortunate. Customer data and feedback is everywhere! There’re a gazillion tools to help you collect it, summarise it and report on it. What is lacking, however, is the ability of most business leaders to leverage this data to make sound strategic decisions, which lead to growth. I know this is not …
From Telstra Enterprise. End-to-end customer experience is the journey a customer takes from their initial thoughts or considerations to the actual purchase of a product. But the journey doesn’t end there! A customer’s initial buyer experience may have been sensational. The website was easy to navigate and the checkout process was simple and streamlined. But …
In recent years the customer experience landscape has seen the emergence of chatbots, virtual digital assistants, and AI. By automating repetitive tasks these tools have saved costs, allowing humans to focus on more complex issues. The long term impact of AI and machine learning applications, however, is potentially tremendous and far reaching. Machine learning refers …
In the wake of the COVID-19 pandemic businesses are increasingly prioritising customer experience over product and pricing as a means to differentiate their brand. As a result, customer experience skills and competencies are in high demand across most if not all industry sectors in Australia. Jobs with customer experience in the title are proliferating across …
Ensuring your customers receive maximum value and enjoyment out of the products you sell them is a critical component of their overall experience with your brand. The term ‘Customer Success’ refers adopting a proactive approach to providing solutions and answers for your customers. Along with ‘Customer Experience’, ‘Customer Success’ has become increasingly popular over recent …
Personalisation is one of the most important aspects of creating a great great customer experience. Today’s customers expect a personalised experience when dealing with brands. Highly personalised customer experiences driven by data analytics about current customers are difficult for competitors to imitate. The challenge lies in: who are we actually trying to personalise for? All too often …
This article was originally published on http://www.sproutstrategy.com.au Critical to most CX programs is having a Voice-of-Customer (VoC) component or process which allows companies to understand exactly what their customers want. Traditionally, this process has been heavily reliant on customer feedback surveys. Companies that excel at customer experience, however, use much more than feedback surveys to …
The ability of a business to deliver an exceptional experience to customers is dependent on one thing – it’s culture. Successful CX requires a culture that puts the customer at the heart of every decision and action made. Unfortunately, for most organisations, that’s easier said than done. You can build as many customer journey maps …
The Internet of Things (IoT) continues to transform businesses as developing technology presents benefits to every vertical. From a business standpoint, there are two major forces at play right now. IoT adoption is leading to an increase in data volumes, while advancements in the likes of 5G is leading to increasing network speeds that can …