How Customer Conversations Make or Break CMO Careers
Customers are the life and blood of today’s businesses. The Chief Marketing Officer (CMO) is the champion of these VIPs, and in this role they must facilitate continuous, two-way conversations, both on...
View Article5 Tips That Can Make SMS Marketing More Effective for SMEs
SMS marketing is one of those areas that many SMEs and start-ups seem to avoid, especially at the very beginning. The most frequently cited reason for this is annoyance and the presumption that it...
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Is Your Ego Making Customers Switch Off? Guest Post by Nigel Owen
Picture a room full of strangers at a party you’ve just arrived at, as you walk in there’s one voice you can hear above the rest, bragging about how they have the biggest house, the fastest car, the...
View ArticleInternet Retailers Leveraging a Hybrid Approach To Customer Experience
Today’s customer experience comes with high expectations in order to keep up with the latest and greatest products and services. The importance of positive customer experience builds the reputation of...
View ArticleIt’s Time to Rethink Sentiment Analysis
Positive, negative, neutral. Thumbs up, thumbs down. Smiley face, sad face, neutral face. So straightforward – but so meaningless. Most executives want their customer feedback to be analyzed based on...
View ArticleA Customer Experience Expert Tackles Two of the Most Common Mistakes...
The world is going omni-channel*, and understanding / managing your customers’ cross-channel journeys and usage of ever-proliferating media are at the heart of Customer Experience theory. There are...
View Article5 Leading CX Influencers Sharing Their Secrets
Just by googling customer experience, thousands of results appear that are a mouse-click away. From the basic definition explaining that customer experience (CX) is the product of an interaction...
View ArticleKeeping up the Customer Experience between Restaurant Visits
More and more restaurants are realising that true competitive advantage lies in creating an engaging customer experience. Not only in the restaurant, but between visits. One that is personal, timely,...
View ArticleWhy Better Customer Experiences Start with Cultural Change
Steve Sasson was an electrical engineer working at Kodak when, in 1975, he designed the first ever prototype digital camera which was bigger than a toaster. What happened next has entered corporate...
View ArticleHow to Recover from a Bad Customer Experience
Customer churn is a constant challenge for businesses. That’s an issue because it costs five times as much to acquire a new customer than retain one. Although attracting new customers is vital, it’s...
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EXTENDED READ: ‘Anyone But British Airways’: Turbulent Times at The Nation’s...
Buffeted by computer meltdowns, strikes and — gasp! — the end of free G&Ts, can “the world’s favourite airline” soar again? James Anderson used to look forward to jetting off every July or August...
View ArticleStop Being “Customer Focused”. Be “Customer Value Focused” Instead!
Almost everyone in business will be familiar with the powerful reasons for being concerned about reducing the customer churn rate – because it is far more expensive to gain a new customer than it is to...
View ArticleReconsidering the Customer Experience
Omnichannel has dominated both strategic thinking and technology investment for the past decade. But to what end? Not only have the majority of organisations failed to achieve omnichannel objectives,...
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Rate Your Customer Experience Progress: How to Avoid Failure?
If you have tried repeatedly to get a focus on customers, customer loyalty and customer profitability inside your organization with less than stellar results, you’re far from alone. Most companies...
View ArticleFive Trends Driving Omni-Lingual Support in Contact Centres
The rise in digital technologies has broadened communications channels at a rapid pace – generating new ways of connecting with customers. Simultaneously, brands are striving to deliver the best...
View ArticleAchieving Success in an Omnichannel Environment
What does omnichannel mean for you, and for your business? If you’re grappling with omnichannel, it’s likely that you’ll be trying to: reduce effort for your customers deliver an excellent customer...
View ArticleFrictionless Customer Experiences – Best Customer Experiences
One thing quickly becomes clear when speaking with the digital leaders who are delivering new experiences and driving engagement strategies for major brands and organizations: the push to eliminate...
View ArticleDelivering an Omni-Channel Experience in Retail
The way we shop is changing at a rapid pace; with our expectations heightened and more places to spend than ever before. Bricks-and-mortar brands have launched online platforms, whilst ecommerce giants...
View ArticlePutting the Focus Back on the User Journey
It is no secret that consumers today want to be able to connect and interact with retailers 24/7, no matter where they are and what devices they’re using. With research from Forrester revealing that...
View ArticleThree Ways to Utilize Your Existing Operations for Superior Omnichannel...
Companies are seeking to create a customer-focused omnichannel experience within existing operations and this requires looking at operations from the customer’s perspective. While less complicated for...
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