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.
Customer happiness and customer retention are closely intertwined. NPS and CSAT are two of the most important CX metrics we use to assess what customers think about our organisations. Unfortunately, …
Most executives will readily say ‘our people’ are vital to the success of the business. Yet so many Australian organisations have inadequate employee engagement strategies in place. The coronavirus pandemic …
The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. The traditional tools and methods associated with customer journey mapping …
Over the last decade numerous technology vendors have hitched their wagons to the term Customer Experience Management (CEM or CXM). As a software or technology category the term is fairly …
When was the last time you were really impressed by a brand’s customer service team? Was it because they resolved a problem quickly or was it because they do something …
For many customer support teams, volume has skyrocketed over the past few weeks, making it harder to answer questions at scale. And though automation has always been an incredibly useful …
Staying in touch with what customers and employees are saying about their experiences with brands has never been more important than now. The pandemic and need for social distance is …
In 2003 there were fewer than 30 CCOs in the world. By 2010 there were 450 executives worldwide with the title. Now there’s 10s of 1000s scattered across the globe …
Jo Kelly, Chief Customer Officer for Good2Give, explains how great employee experiences create great customer experiences. Good2Give is a digital platform that facilitates charitable giving between corporations and charities. Good2Give’s …
Research tells us that most companies who spend more time listening and responding to customer feedback grow faster than companies that don’t. However, drawing a line to connect actions based …