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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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 on customer feedback to financial performance is a significant challenge. In the broadest sense CX data refers to data and information an organisation collects about …
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 of survival than those that don’t? In Australia and across the globe, people are extremely anxious as the spread of Covid 19 escalates. They’re worried …
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 to initiate to address those needs. To make those decisions they need to ask some very difficult questions. In their CX and CRM primer, Gartner …
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 (RPA) will come at the cost of jobs, whilst leaving customers without access to real people to help solve their problems. But despite this fear, …
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 CSAT (Customer Satisfaction) to measure CX have come to dominate. Many business leaders, however, have come to question this over reliance on these metrics and …
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 hiring methods that many organisations use are slow, expensive and deliver inconsistent results. Weploy, a Melbourne based startup, aims to eradicate the inefficiencies inherent in …
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 person can translate every known language in the universe. Jeeves.Plus, an enterprising Australian start-up, is turning the fictional fish into a practical reality. Launched in …
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 they quickly need to adopt new technology solutions that help meet the consumer demand for a seamless and more personalised shopping experience today and into …
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 prioritised by most organisations Brand trust creates loyalty and advocacy, not just between brands and customers, but also between employees and managers within an organisation. …
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 between a customer and the brand. The greater the friction, the poorer the experience will be. Removing the friction and the seams from the customer …