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 …
If you’ve ever needed a lawyer you know how stressful it can be going through any legal action. On the other hand, if you’re a lawyer you understand how important the loyalty of your clients is for your firm. More than likely, the way you get your clients now isn’t through mass marketing but …
Artificial Intelligence (AI) has recently been a hot topic on social media platforms. The enthusiasm of some is shielding it from the criticism of others. Some fear that robots will take over our world and dominate us in all aspects of our lives. Others claim that this is the first step to a future with …
5 Ways AI Will Change Customer Experience Forever Read More »
Whether it was a premonition or a hunch, B.Joseph Pine II knew he was onto something when he wrote ‘Welcome to the Experience Economy’ with James H Gilmore back in 1998. In their article, they explore the idea of ‘staging experiences’ and argue that this is where the ‘competitive battleground’ lies. Twenty-five years later …
What is a Customer Journey & Customer Journey Mapping? We define Customer Journey as every interaction across every touch-point that a customer has with a company. Every one of those interactions contributes to the overall Customer Experience. At a high level a customer’s journey starts when they first show interest in doing business with …
Customer Journey – The What, The Why & A Free Customer Journey Mapping Guide Read More »
Customers no longer accept excuses. Repeatedly, businesses blame partners, suppliers and agents when things go wrong. Instead you should own the problem and use it as an opportunity to grow the trust of your customers. Opportunities are everywhere. At the start of the pandemic Time Doctor, a creator of a time-tracking application, was struggling …
A Customer Promise is the experience a company’s customers can expect to consistently receive when they interact with that company. Customer Promise is much more than just the physical product they are receiving. It includes the way the transaction will work, the amount of time it will take to deliver the product, how the product …
To achieve CX Excellence in any company you need to get CEO buy in. The CEO’s core responsibilities are immediately addressed by CX Excellence from helping to differentiate the company against competitors, to creating improved shareholder value. Once the CEO sees the clear metrics they will support CX Investment and get behind the initiative 100%. …
Investing in Customer Experience should seem like an obvious action to take, yet so many companies still don’t get it! The key challenges for the organisations are; wrong use of digital technologies, lack of human touch, inattentiveness to employee needs and a customers’ lower tolerance for failure. By investing in CX you will invest …
Why You Should Invest in Customer Experience? – 5 Benefits Read More »
The result of providing CX Excellence at every step of the customer journey. What is Customer Loyalty? Customer Loyalty is the state when a customer consciously chooses a product or a service from the same brand, repeatedly. It goes further. A customer is loyal when they have a strong feeling of support or allegiance …
