feedback

How good is Santa at Customer Experience?

Published on: December 18, 2018
Author: Pauline Ashenden - Marketing Manager

As we count down the days until Christmas, children all over the world are getting excited about the imminent appearance of Santa Claus, his reindeer, and his big sack of presents. But how good is his customer experience and what lessons can brands learn from him?

4 ways to transform your CX maturity levels

Published on: April 25, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. However, knowing what they need to do, and actually achieving it, are clearly very different things, as the latest Temkin Group State of CX Management 2018 report shows.

Why surveys aren’t enough for Voice of the Customer success

Published on: March 07, 2018
Author: Taoufik Massoussi - Product Manager & Head of AI

Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues. That’s why they have invested heavily in Voice of the Customer (VoC) programs – however most existing VoC approaches have significant drawbacks which limit their effectiveness….

How AI can deliver a personalized and predictive customer experience

Published on: September 20, 2017
Author: Pascal Gauvrit - CTO

Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. For example, more than 45% of APAC customers rate personalized services among the top three aspects defining better customer experience (CX), while 70% expect organizations to treat them uniquely, according to analysis from Frost & Sullivan.

Don’t neglect the positive side of customer service

Published on: October 09, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

We’re now coming to the end of National Customer Service Week, which highlights the vital importance of customer service to businesses and puts the spotlight on the great work done by those in this sector. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere.On that note, let us focus on the positive side of customer...

Online reviews and the impact on customer service

Published on: November 21, 2014
Author: Pauline Ashenden - Demand Generation Manager

Since online reviews became prevalent, championed by the likes of Amazon, their impact has spread widely across multiple industries. This has been driven by three main factors:The growth of ecommerce means that consumers are increasingly buying goods that they’ve not been able to see in person, meaning that they want assurance as to product quality.It gives buyers the opportunity to benchmar...

Measuring customer happiness

Published on: February 04, 2014
Author: Eptica

There’s widespread agreement that customer satisfaction is vital to every organisation. A Gartner poll found that 80% of executives thought it was more important than three years ago, with 95% seeing it as the key way of differentiating from competitors. Where there’s less togetherness is how you measure the customer experience. For example, many of the traditional metrics used...

5 ways to collect customer feedback

Published on: July 23, 2013
Author: Epticablog

Companies now have access to huge amounts of data on their customers. Particularly online, they can see the entire customer journey, purchase history and the channels used across every transaction. The vast majority of companies  also collect customer feedback, which should provide the perfect opportunity to fine tune products and service in order to help the customer experience.But at the mo...

Closing off the feedback loop

Published on: June 02, 2011
Author: Epticablog

Understanding what your customers want is critical to company success. If you don’t offer the right products or services they will obviously head off elsewhere, hitting sales and ultimately hurting your company. But ensuring that the feedback you get is accurate and usable can be difficult. Just look at the fiasco when Coca Cola tried to change its formula – while customers liked the f...

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