Today, customers demand a seamless experience from companies – whatever channel they use to make contact. Guest author Blake Morgan, noted CX expert and futurist, outlines why creating an omnichannel experience matters and gives three areas to focus on to get started...
Understanding the Voice of the Customer (VoC) is crucial to improving the consumer experience, increasing loyalty and safeguarding revenues. But brand VoC programmes are held back by multiple factors – these are some of the key challenges involving technology, and how they can be overcome.
Despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. Here are some of my top customer churn symptoms and cures...
Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. Have you fallen into one of these 5 traps?
Recognition means ensuring that the efforts of your agents are recognised and celebrated. How can you achieve this? Based on our experience, here are 4 recognition programs that really increase morale for all.
Every industry is facing greater competition and a need to react more quickly to customer needs, often in real-time. How can marketers become more agile, particularly when it comes to understanding and acting on customer insight more rapidly?
UK brands find themselves responding to around 463.5 million contacts every month – and the number is rising. Here are 5 ways to reduce the number of incoming contacts, while keeping satisfaction levels high…
Brands understand that listening to their customers is central to success, but many struggle to deliver value from their Voice of the Customer programs. Here are 7 best practice tips to help you succeed in VoC…
Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?
In today’s ultra-competitive markets, delivering the experience that customers demand requires everyone in the organization to work together. However, this can be difficult for many brands as departmental silos hamper collaboration, meaning that information is not shared and issues remain unresolved. Here’s how to overcome these challenges…