Keeping your customers happy so that they don’t leave for a competitor can be more easily said than done in some instances, but the key to prioritising customer experience may actually be through a less direct channel - prioritising your employees first.
08 April 2019
This blog will advise you how to improve customers’ experiences with a strategic Voice of the Customer programme in place.
27 March 2019
Below are our top tips to improve the quantity and quality of your survey responses.
06 February 2019
While overhauling a CX programme or taking on large projects like introducing a new Voice of the Customer initiative can take significant effort, time and financial resources, you should not be discouraged from embarking upon smaller projects to improve and learn about the CX in your organisation. Recent research from Gartner suggests that quick wins can be effective in building the momentum, interest and support needed to inspire a larger commitment to CX.
22 January 2019
Customer expectations have been on the rise for the past two decades, but businesses continually fail to adapt to the changing customer expectation landscape. Amazon, Starbucks, Uber and the like are able to provide services and experiences that are fast, smooth and reliable, and customers across industries are expecting the quality of customer service and experience to match these but they are often left receiving the bare minimum.
This blog post will explore some elements of the Expectation Economy and how you can make changes to your CX programme to accommodate rising customer expectations.