When HR Meets CX Customer experience is delivered from the bottom up. This means that the customer-facing staff are the ones who will have the greatest impact on CX. However, do not mistake this for full responsibility. We said it before and we will say it again: Every department in the company has […]
Acquiring new customers is five times more expensive than retaining existing customers. So why are most brands still focusing on customer acquisition rather than customer retention? Customer retention in theory is simple – keep your customers happy and they’ll stay with you for longer. However in reality it is a real challenge. Customer expectations
The Science of Customer Retention & Strategies that Actually Work Read More »
Gathering and understanding customer feedback is crucial for the success of your business. It will give you insight into what your customers prefer and how you can improve your product, service, CX and ultimately your business performance. On top of this, it’s a powerful way to act as a warning system for customer churn.
Feedback to Action: Transforming Customer Insights into CX Excellence Read More »
In our latest blog Employee Trends 2024 we mentioned that employee engagement is going down and emphasis on mental health and well-being will be incredibly important. One of the factors causing employee burnout is a lack of balance in workloads. This includes the type of work they are doing and whether it is too
Employee Burnout – How to manage it using our Emotional Intelligence Framework Read More »
As the working landscape is changing further, with new technologies like AI booming and post-pandemic learnings becoming the new foundation of what’s possible, as an employer, manager, team lead or HR you need to familiarise yourself with 2024 EX Trends – that today’s employees are looking for. In 2023, according to Gallup, only 33%
Employee Experience (EX) – 2024 Trends Read More »
Omnichannel experiences make it easy for your customers to do business with you on their terms. Seamless omnichannel experience isn’t anything new – everyone knows it’s good for the business. But how do you put processes in place for it all to come together? In today’s article, we will go through exactly what it
Creating a Seamless Omnichannel Experience: Step by Step Read More »
When there’s a customer problem in a company it is a great opportunity to understand what it is and how we fix it. It’s like what we call the ‘burning platform’ something that HAS to be sorted. Senior management must listen so it’s a great time to present CX as the solution. In these
Why CX Loves Trouble? Read More »
Scream at them, throw the phone at the wall and tell them that you will ban them from purchasing your products in the future if they don’t calm down! Is this really the way to go about dealing with difficult customers? No. No matter how many times you could be dreaming of it
CX & Dealing with Difficult Customers Read More »
Having a passion for customers and customer experience is the secret sauce in all successful CX strategies. Passion is the key driver to achieve goals and more importantly, it is what keeps us going when we encounter barriers or difficulties. As Palit states in his article, “Passion is the fuel that propels us forward on
Artificial Intelligence (AI) could be your organisation’s worst nightmare. As everyone praises its benefits (We did too: 5 Ways AI Will Change Customer Experience Forever) some businesses are diving in head first, which could create a whole lot of frustrated customers, data privacy breaches and discrimination. So let us be The Devli’s Advocate
AI and CX – Watch Out! Read More »
We’re delighted to announce the addition of AI into our Professional Diploma in CX.
