Why have ‘customer success’ programs become so important

Please shareFacebookTwitterLinkedinDiggEnsuring 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 …

Can Behavioural Economics solve your customer experience problems?

Please shareFacebookTwitterLinkedinDiggBy 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 …

How to bridge the CX gap during a crisis

Please shareFacebookTwitterLinkedinDiggCovid-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 …

How much do your customers trust you?

Please shareFacebookTwitterLinkedinDiggTrust is a critical component in the evolution of CX, particularly in a world and consumer landscape ravaged by the impact of COVID 19. Without trust, it’s almost impossible to build customer engagement and loyalty. Trust can make or break a business. Yet, in today’s digital world where things are constantly being disrupted, establishing …

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

Please shareFacebookTwitterLinkedinDiggA 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 …

Brand Experience vs Customer Experience: What’s the difference?

Please shareFacebookTwitterLinkedinDiggThe difference between Brand Experience (BX) and Customer Experience (CX) is often unclear and confusing. Each has a role to play in the reputation and success of your business. They are closely connected, where the success of one is very much dependent on the other. They are, however, two distinct functions.   A brand …

Avoiding the most common customer persona pitfalls

Please shareFacebookTwitterLinkedinDiggBuyer 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 …

CX needs to stand on the shoulders of marketing, not replace it

Please shareFacebookTwitterLinkedinDiggAs a focus on Customer Experience (CX) in business and media continues its rise in popularity globally, a common question that is often asked – who owns the customer? Particularly when the remit of the CX and marketing teams overlap (and they almost always do), business leaders are at risk of siloing their CX …