Tag Archives: consumer insights

Five ways to drive value enhancement.

Historically, customer service and support leaders have focused on protecting the bottom line through efficient, cost-effective customer service interactions, designed to resolve customer issues as effortlessly as possible. But in doing so, organisations are missing an opportunity to drive tangible business outcomes, specifically by leveraging service interactions in a way that boosts customer loyalty outcomes such as[…]

3 Keys To Consumer Insights.

Understanding your consumers’ needs and wants has become essential to ensuring your organisations longevity in the future years. So, what are consumer insights? A consumer insight is an interpretation used by businesses to gain a deeper understanding of how their audience thinks and feels. Analysing human behaviours allows companies to really understand what their consumers[…]

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[…]

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[…]

How Customer Performance Expectations Influence CX.

Great customer experience (CX) is not the same experience for every customer, every customer will have preferences vital to delivering a great customer experience.   In B2B, B2C and everything in between, customers have readily available options to meet their product and service requirements. Understanding and delivering on a customer’s CX preferences is not an option[…]