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.
06 February 2019
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.
17 October 2018
Consumer Generated Content and digital reviews are having a serious effect on businesses, with 90% of customers reading online reviews before deciding to make a purchase. While your business cannot control what customers are saying about you on the Internet, you can control the narrative.