Tag Archives: customer experience

Why brands are desperate to overhaul outdated customer data strategies.

Today’s customer experience data programmes are not fit for purpose, with nearly 75% of brands seeking to alter their CX data strategy due to changes in customer needs and inadequate infrastructure. Customer experience leaders are desperate to improve their strategic use of customer data, with many CX data programmes not fit for purpose, according to new[…]

Benefits of Mystery Shopping.

Mystery shopping is undoubtedly one of the best tools that businesses can use to measure the quality of service in their stores, staff performance levels, compliance with rules and regulations or simply just to acquire specific information about their products and services. Mystery shopping benefits the business as it gives owners reliable and objective feedback[…]

My CX KPI’s are not moving! Why?

Your customer experience efforts aren’t moving the numbers… so what’s going wrong?   Let’s start with reference points This theory is great because it explains a lot about customer behaviour. Reference points describe what we use to compare one thing to another. This theory is helpful because we always evaluate things by comparing them to something[…]

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[…]

Customer-centric vs consumer-centric business

Gartner defines customer centricity as, – “the ability of people in an organisation to understand customers’ situations, perceptions, and expectations.” Meaning, if you want to really know your ideal consumer, you need a strong customer-centric selling strategy. Customer-centric selling is an empathetic, inside-out approach in which all teams — R&D, product management, marketing, sales, support — seek[…]

How is the cost-of-living crisis impacting customer loyalty?

New research reveals how the cost-of-living crisis is affecting customer spending and loyalty, and how this will impact brands. Just as we thought the world was about to return to normal after more than two years of uncertainty, along comes a global economic crisis, inflation trending upwards, and the lingering possibility of a recession commencing[…]

What is the new tech really telling us?

Let’s face it we all love a new piece of tech, or a shiny new car, or a new mobile phone. However, when we speak of the new tech evolving within the ‘market research’ CX industry, many businesses still do not consider the ‘deliverable’ aspect sufficiently enough, before introducing new feedback methodologies. And let’s face[…]

Case Study: Achieving customer-centricity in Aged Care.

What does customer centricity look like in the aged care context? The Royal Commission into Aged Care Quality and Safety has highlighted the failures of the sector to meet customer expectations. Research into customer centricity in aged care has shown a link between customer experience and positive clinical outcomes. This research has also shown that customer[…]

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[…]

As consumers demand brands absorb rising costs, how can they keep their customers?

With the cost-of-living crisis making it harder for consumers to afford their favourite brands, many are demanding that companies absorb the rising costs. So how should brands respond? New research has revealed the impact that the cost-of-living crisis is having on customers, with almost a third of consumers admitting that they can no longer afford[…]