Tag Archives: customer service

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[…]

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[…]

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.[…]

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;[…]