Customer Experience (CX) has been highlighted again and again as one of the most important growth areas and challenges for businesses as we move into 2021. Customers are increasingly demanding experiences, not just service. They want to partner with companies that know them, understand them
Interacting with, and collecting data about, customers across different parts of your business, using a variety of tools may well be unavoidable—but it also makes it harder to understand each customer’s experience and preferences. The problem becomes bigger the more customers you acquire, unless you
Changing customer demands can be difficult for service-driven businesses, but they can also be a positive driver of change. For instance, one of the least surprising outcomes of the turmoil of 2020 has been the shift towards more responsive digital systems in response to customers’
You may have considered many aspects of your organisation’s ability to offer a good customer experience. But that may be only part of the story. With many other players—from suppliers to vendors— impacting the way customers perceive your service, how do you influence your customer’s
Many business leaders have probably pondered: is the path to customer loyalty really dependent on giving customers every possible option to interact with your brand? Or is the ideal of an unlimited number of inbound and outbound channels unrealistic? Some executives may decide it makes
Speed of customer service is crucial because the immediacy of your interactions with customers leaves a lasting impression. People notice when you’re fast, friendly and effective in providing help. They also notice, and care a great deal more, if service is slow and ineffectual. Recognising
We’re in an era of digital disruption and customers expect you to earn their loyalty, over and over again. If you can’t, or won’t provide a great customer experience, they’re more likely to complain or simply take their money elsewhere. Customers are more informed, more
2020 has brought about many challenges for organisations unprepared for the rapid shift to digital cloud-based processes. As we discussed in our recent webinar on The New Normal, the organisations that were able to rapidly and smoothly shift to digital platforms for customer communications and
Improving customer experience (CX) is high on the list of priorities of clever companies that know a positive CX contributes to more loyal customers and higher revenues. So why does employee experience matter? Delivering the experiences that matter inevitably requires capitalising on technology. Integrated, cloud-based tools
Does customer on-demand self-service mean impersonal service? It’s a valid concern for marketers and customer experience managers because how you make customers feel is important. After all, according to Forrester: ‘…emotion plays a critical role in differentiating brands and has a bigger impact on brand
How your company responds in a crisis—and communicates that response—will impact your ability to retain customers, avoid significant damage, and grow your business. Crisis communication is an important aspect of business continuity, but it’s also critical to showing customers that you’re responding to their needs.
