Tag Archives: customer service 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Why brands are desperate to overhaul outdated customer data strategies.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[…]

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[…]

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[…]

Keeping customers happy during hard times.

Skimping on customer service is a common and sometimes costly response to tough economic times. However, by continuing to diligently manage the customer experience, companies can maintain quality while still saving money. The challenge that the economy is placing on consumer companies (i.e. airlines, banks, and retailers) is the difficult decision of cutting back the[…]

How to improve outdated Customer Service Experience (CSX) Models.

If you’re a regular reader of the HOED Research blog, then you know that we explain how important it is for businesses to provide outstanding Customer Experiences (CX). However, despite some of the amazing advances in CX technology (e.g., AI, chatbots, sentiment analysis, speech recognition, speech and text analytics etc.) a lot of organisations are[…]