Customer Experience in a time of crisis
How do the basic principles of customer experience stand-up when consumers and employees are going through a period of crisis? Will brands who excel at it have a better chance …
Category: Customer Experience
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 6 questions every CX leader needs to ask
CX executives need to maintain a delicate balancing act between various and often competing priorities. They need to make critical decisions about their customers, their customer needs and which projects …
Is automation really killing customer service jobs?
Modern and disruptive technologies that are set to speed up automation and reduce headcount aren’t a new revelation. We frequently hear concerns that artificial intelligence (AI) and robotic process automations …
How useful are NPS, CES and CSAT scores in measuring CX success?
As companies pour resources into CX projects and initiatives they want to know the success of their efforts. The use of NPS (Net Promoter Score), CES (Customer Effort Score) and …
Take away the pain of casual customer service recruitment
When it comes to hiring temporary or casual customer service staff, companies often face a difficult balancing act in terms of speed of hire versus quality of hire. Unfortunately, the …
Jeeves.Plus, the ‘Babel fish’ for international customer service
In 1978 Douglas Adams wrote about the ‘Babel fish’ in his comic Sci Fi novel The Hitchhiker’s Guide to The Galaxy. By placing the Babel fish in their ear, a …
The top four technologies reshaping the shopping experience
With rising consumer expectations and expanding fulfillment options, the Australian and New Zealand retail markets are undergoing rapid change and becoming increasingly complex. As a result, retailers are finding that …
Why The Number One Priority for CX Leaders in 2020 is Trust!
Customers and employees want to engage with brands that are honest and transparent. Trust is a critical differentiator that can catapult an organisation above its competitors. Trust, unfortunately, is not …
Creating frictionless experiences for your customers
We live in an age where experience dictates loyalty. Whether an experience is a good one or a bad one depends on the amount of friction involved with an interaction …
Why “design thinking” can solve your CX problems
The success of many customer experience projects has been limited due to a range of very complex challenges and problems. “Design thinking”, with its capacity to harness the creativity and …