Author Archives: Richard

Why brands are progressively looking to single-service CX providers.

New research suggests that businesses are progressively looking to single-service providers for their CX needs – with more than half of today’s organisations now utilising a single provider. The days of Companies adopting a best-of-breed strategy (i.e. utilising two or more different CX vendors to support their requirements) may have previously been a common strategy but[…]

Benefits of Hiring a Professional Mystery Shopping Company.

Mystery Shopping is still identified as one of the BEST TOOLS to measure quality of customer service, or to gather specific information about products and services, which can then be utilised to further train staff where necessary or to innovate and improve existing products and services so that they’re consistently aligning with or exceeding consumer expectations.[…]

Key challenges impeding customer experience improvements.

Gartner defines customer experience (CX) as – “the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels, or products. As CX becomes a top priority for organisations, those supporting CX should understand what is holding back improvements to CX”. The 2021 Gartner survey – Customer Experience Priorities for[…]

Why your customer feedback isn't always actionable and how to fix it!

The problem is not necessarily within the collected feedback data itself, but in how organisations attempt to extract actionable insights, to drive process improvements and change. Now more than ever, Customer Experience (CX) is quickly becoming the key brand differentiator for organisations. Furthermore, to be able to compete on CX, organisations must continuously be improving on it;[…]

How to support your customer service team during the cost-of-living crisis.

The pressure placed on customers is constantly spoken about, but what about the service staff on the frontline? Customer service staff need the full support of their business and regular CX feedback and guidance from their leaders during these difficult times too. The harsh reality of working within a customer-facing role is the abuse you may receive[…]

Three strategies for improving CX in 2022

Consumers today are constantly presented with a wealth of options; this puts great pressure on organisations to ensure they deliver a consistently great customer experience that will ultimately help to build long-term and profitable customer relationships. However, recent studies show that brands are failing to do the job.  According to stats from PwC – “59% of global consumers[…]

What the Next Gen of Shoppers Expect from Retailers.

The last few years have been a whirlwind – the pandemic, climate crises, new technologies, inflation and the looming fear of recession hitting New Zealand sooner rather than later! With this constant state of flux, especially for retailers, it’s no wonder consumer expectations have dramatically changed. A new trend report from Inside Retail and Slyp called The Rise of Gen[…]

Conducting ‘Stay’ Interviews: Our Top 4 Opening Questions.

We are in a time when most organisations are struggling to attract and retain talent. However, conducting one simple intervention can help reduce turnover dramatically.  The team at HOED Research have concluded that “stay interviews” need to be normalised as a key operational strategy. Stay interviews are a powerful tool in helping managers retain top[…]

A Record 19% of Brands have let CX Quality Slide in 2022!

Dont Let This Be You! The latest data from Forrester indicates that customer experience (CX) standards have fallen for 19% of brands in 2022 – taking CX quality back to early 2020 levels.  These statistics derive from the latest US 2022 Customer Experience Index rankings, which reported the highest proportion of brands to drop in one year since[…]

Today’s CRM Evolution for CX Success.

A recent report from Forrester Research has suggested that CRM is experiencing something of a resurrection among big brands:   “CRM is a foundational technology that enables customer obsession — a significant spend of $500,000 to $5 million a year for most companies,” “Enterprises originally deployed CRM to provide operational efficiencies for sales, marketing, and customer[…]