Customer Experience

From increased customer churn to lost business revenue. There’s a lot that can happen if your customers are unhappy. We explore how to better identify them, so you can take steps to reduce this.

With statistics demonstrating that for every customer complaint you receive, there are another 26 who are unhappy but choose to remain silent, the lik...

To deliver the best CX, your teams need the right people, to receive the right information, at the right time. This is where CX dashboards can help. We show you 3 dashboard types you should know.

Customer retention is vital, as happy and loyal customers contribute hugely towards an organisation’s long-term revenue and growth with positive referrals. We show how to improve their retention.

What makes some organisations effortlessly stand out, engaging and delighting their customers at every touchpoint? We explore frictionless customer experience, which provides the answer to this.

For any organisation to be successful and maintain it, good customer experience should be at the heart of everything they do. We show how measuring, analysing and improving customer satisfaction helps

The ability to deliver a great customer experience is crucial for success, as it’s not only what you sell, but how you treat customers and make them feel. We show how the 5 C’s are vital to this.

For marketers, knowing exactly how your customers view your brand and what improvements you need to keep them happy and buying more is vital. We show how different surveys can help your marketing.

With more options available to customers than ever before, the need to stand out from competitors has become vital. We show how to gain a competitive edge with a customer success program.

Customers no longer solely judge products and services on their price and performance but every experience they’ve had with that product or service. That’s why unified customer experience is crucial.

When it comes to sales and business success, building, maintaining and growing a customer base is crucial. Yet it’s difficult without ongoing feedback. We show how customer surveys can boost sales.

Despite the growth of technology and automation, the need for human empathy and communication remains crucial. We show how to maintain it by supporting your staff with surveys and other initiatives.

Your customer experience is one of the most important areas for your business, including how you close the loop on feedback. Read on to discover more about why this matters to your business.

Customer experience and user experience are among today’s most popular business concepts. We reveal how understanding the differences between them is vital to make the improvements you need.

When it comes to improving your service delivery, your ticket management system is crucial. So, you need it to be performing as well as it can be. We show how ongoing survey feedback can help this.

While customer satisfaction measures a customer's attitude towards a product, service, or brand, customer loyalty focuses on the behaviours and attitudes that demonstrate loyalty. We explore both.

If you’re to retain and attract new customers, you need to be able to identify and resolve customer pain points. We show you how.

For many CX-focused organisations, the customer satisfaction survey is the go to tool for gauging customer sentiment. We explore how to maximise value from this survey type.

Customer-centricity is all about putting your customers first. We investigate why it’s so important for your business and how to develop a customer-centric strategy.

Successful organisations focus on building long-term and mutually beneficial customer relationships. But this can only be achieved when you understand the customer lifecycle.

Whether you're a manager of a call centre or the head of a support desk team, it’s important you’re doing everything you can to make your service as good as it can be.

In today’s marketplace your business success is about so much more than purely the quality of your product or your pricing.

While many couples will be using the opportunity of Valentine’s Day, to reacquaint themselves with what they most love about one another, it can also...

How happy are your customers? Do you know how contented they are with your products, services and support?

Savvy business leaders enhance customer satisfaction by tracking several mission-critical key performance indicators (KPIs).

There has never been a better time to get to know your customers. And the statistics back this up:

It’s crucial to be able to measure your customer experience. This is because if you don’t know how easy, satisfying and enjoyable your customers find...

As humans we’re hardwired to connect with and trust others. In fact, without this we would struggle to survive as a species, as we rely on trust in or...

No matter what type of business you run, a major determinant of your success will depend on the strength of your customers’ relationship and emotional...

One of the most important factors for business success, is the ability to address customer needs. Yet, you’ll only be able to do that effectively if y...

With today’s highly competitive landscape and better-informed consumers, customers expect to receive a seamless, high quality customer experience (CX)...

Nearly every business wants to be known for providing a great customer service. Not only does this make you feel good, but it can be a great different...

Customers are the lifeblood of your business. So, it pays to keep them happy.

Given how important customers are to your business success, being able to understand and manage their expectations is crucial.

Given the state of today’s marketplace where customers and not sellers have all the power, keeping your customers loyal and content is crucial.

Having got to grips with what a CX strategy is in the first part of our CX exploration, including how to measure customer experience, why it matters a...

From product differentiation and pricing strategies to cross selling, improving customer service and more. There are many strategies businesses can em...

To answer this question, you need to get back to basics and think about what’s most important to your business. And this begins with your customers.

Keeping customers satisfied and loyal is a key aim for businesses everywhere. The belief being the more satisfied and loyal they are, the greater your...

No matter what type of business, or industry you operate in, your customers will typically go through a series of steps and interactions during their...

When it comes to relationships, we all know the importance of creating a great first impression. Just consider all the people you’ve ever met and how...

In today’s digital age organisations have more information about us than ever before. They are also continually looking for new ways of gathering more...

While many of us will be familiar with the term customer experience (CX) and its importance to driving brand loyalty and revenue, our understanding of...

Wouldn’t it be great if after making their first purchase, more of these same customers kept returning to your business?

With today’s ever more competitive marketplace, it’s no longer enough for businesses to rely solely on product quality and the right price to stay com...

Modern customers no longer base their loyalty solely on price or product, but rather the experience they receive from a company, the ability for organ...

Over the last few years the importance of customer experience and satisfaction has grown significantly. Many organisations even consider it to be more...

Considering that 79% of customers are more likely to make another purchase from a company that provides them with a good experience, it makes sound bu...

Unsatisfied customers can be extremely costly to your business. According to a recent study up to 80% of customers would be prepared to switch compani...