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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You get the best insight into your business from your customers. They’re the ones who are experiencing everything firsthand. Your clients use your website, speak with your employees, and use your products. Feedback is an essential part of any business because it improves your customer’s experience, refines marketing strategies, and can help predict the future …
Most Australian employees expect things to improve in their workplaces as a direct result of changes being made by employers and their response to the COVID-19 pandemic. They expect to see more flexible work schedules, greater focus on hygiene and for employers to take greater notice of employee feedback. Will Australian employers live up to …
Throughout the COVID-19 pandemic, customer support teams have been on the front line, contending with increased ticket volumes at the same time as having to adapt to changing circumstances and shifting customers’ needs and expectations. With the complexities of remote working added to the mix, it has been a highly pressured time. In these circumstances, …
PEXA is an online property settlement platform used by 150 financial institutions as well as more than 9,000 legal and conveyancing firms across Australia. Lisa Dowie, Chief Customer Officer for PEXA, explains how PEXA’s commitment to providing exceptional experiences for its members and employees has helped the organisation cope with the COVID-19 pandemic. A world …
COVID-19 has changed workplaces permanently, and the call centre is no exception. Across Asia, where the technology and security allowed, call centre employees were sent home to work remotely. When work-from-home hasn’t been possible there have been some devastating consequences, such as the virus spreading rapidly if a single employee becomes infected, such as the …
It’s often said that to succeed, Customer Experience practitioners need a unique blend of resilience, patience and resourcefulness with a good dose of empathy. To fulfil an organisation goal of being customer centric and for your CX strategy to succeed, you will likely need to overcome the problem of organisational silos, where c-level executives and …
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, neither, on their own, allows brands to be truly objective in their understanding about customer happiness. The difference between happiness and satisfaction A dissatisfied customer …
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 will be a defining moment in most people’s careers. How brands respond in the coming months will have a lasting impact on employee engagement, productivity …
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 are falling short in terms of providing a realistic and up to date view of an individual customer’s journey. Brands are turning to the relatively …
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 elastic. It can mean many different things to many different people. Deciding which technology is best for your CX initiative can be a mammoth and …