Why have ‘customer success’ programs become so important

Ensuring your customers receive maximum value and enjoyment out of the products you sell them is a critical component of their overall experience with your brand. The term ‘Customer Success’ refers adopting a proactive approach to providing solutions and answers for your customers. Along with ‘Customer Experience’, ‘Customer Success’ has become increasingly popular over recent …

Can Behavioural Economics solve your customer experience problems?

By applying the principles of behavioural economics, organisations can greatly improve the effectiveness of their Customer Experience (CX) strategy. As well as providing deeper insights into consumer behaviour, behavioural economics can greatly assist the human orientated design of customer interactions and touchpoints. In the past, consumer behaviour was analysed with the assumption that people optimised …

How to bridge the CX gap during a crisis

Covid-19 was an unexpected turn for the whole world. Right from the businesses to events to day-to-day life, everything came to a halt. Apart from showing how vulnerable and co-dependent our lives are, the Covid-crisis also highlighted the significant areas in the corporate realm that were shrieking for improvements and transitions. One of the major …

What makes today’s consumers tick? Behavioural Economics can explain

A seismic shift in consumer behaviour and emotions is currently occurring.  The events of 2020 will permanently alter people’s beliefs, experiences and feelings. Deeply ingrained consumer behaviours and habits have been altered in response to the COVID pandemic. For Australian brands to stay relevant and understand what makes their target consumers tick – they must …

Avoiding the most common customer persona pitfalls

Buyer or customer personas are a great tool to develop a profound understanding of your customers and the factors that influence their buying decisions. Personas are essential in creating engaging content and customer experiences. There are, however, a number of pitfalls the unwary marketer or CX professional can easily fall into. Hubspot defines a buyer …