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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Customer churn is costing business billions per year. In Australia, businesses lose on average between 6-8 percent of their customers each year. Utilities and telecommunications sectors take the biggest beating with losses of between 20-25 percent. Unfortunately most business leaders believe there is little they can do to rectify the problem. How much does customer …
Most enterprises understand what they need to do in terms of CX and their digital strategy. They appreciate the need to be agile, innovative, and to engage employees as well as customers with the brand. Their challenge lies however, in deciding what resources to allocate to innovation and new strategies vs Business as Usual (BAU) …
Vollie is an online volunteering platform, allowing not-for-profits and charities to connect with qualified professionals and students for skills based volunteering. Founded in 2016 and launched in 2017, Vollie has so far delivered 7000 hours of volunteer work worth over $370,000. Their success has been built on adopting a ‘customer experience’ approach to engaging millennials …
Chief Customer Officers (or roles with similar titles and responsibilities) are being appointed in ever increasing numbers to boards across Australia and overseas. This reflects the increased effort and importance organisations place on improving the customer experience. So how does one become a Chief Customer Officer (CCO)? What skills, experience and aptitude are required? What …
I remember being devastated when I learnt that Santa Claus and the Easter Bunny weren’t real…but as reality set in, I was embarrassed that I’d let myself get fooled for so long. It’s taken me a lot longer to come to terms with the reality that there is no such thing as employee loyalty. At …
An outsourcing contract is like a marriage contract. It doesn’t necessarily define the success of the relationship, but it does go a long way in facilitating it. And like a marriage the relationship should be allowed to grow and evolve over time. Outsourcing deals are becoming more and more complex and dynamic, requiring effective governance …
A strong employer brand encourages recruitment of quality talent and builds effective employee engagement and employee retention. Engaged and committed employees are the vital ingredient in creating quality customer experiences. The term “employer brand” came about during the mid 90’s. It now covers a range of strategies and activities to enhance the reputation of an …
The creation of smart places has become an indispensable feature of the customer experience. For some time, hotels, airports, stores, entertainment venues and other location based brands have utilised mobile and digital technology to measure and analyse the traffic patterns of people. IoT (Internet of Things) is expected to accelerate the growth and evolution of …
Many business leaders look to use CX programmes to strategically improve operations – companies are investing more today than ever before on customer service and customer experience. But why are CX programmes failing, and what can business leaders like yourself do about it? Here are four common pitfalls to avoid as you develop and execute …
One of the biggest challenges for any organisation today is knowing what technology to invest in. After people, technology is the biggest investment an organisation can make. With new technology constantly being touted as the “next big thing” to transform the customer experience, it is hard to know what technology will have a positive impact …