Kirsti Anderson

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How to Measure Emotional Engagements with Your Customers

Posted by Kirsti Anderson

Customer Experience has made significant progress in using metrics to earn accountability and respect. But the rise of Emotional Engagement demands new ways of thinking about metrics.
Read More July 14, 2016

Topics: Customer Emotion

The Four Myths of Emotional Engagement You Need to Know

Posted by Kirsti Anderson

Winning the hearts of your customers and colleagues is never going to be easy. When you’re trying to provide a bespoke experience to very large and very diverse audiences, managing expectations is...
Read More July 12, 2016

Topics: Customer Emotion

Part One: 3 types of bias all CX experts need to know about

Posted by Kirsti Anderson

As important as statistics and metrics are, numbers rarely tell the whole story. Customers make decisions based on a wide range of factors – many of which are seemingly intangible.
Read More June 28, 2016

Topics: Customer Experience

One Golden Rule for Managing the Pressure on your Call Centre

Posted by Kirsti Anderson

“There’s no such thing as being too busy” is a common phrase used in a multitude of industries to motivate employees...but I’ll take a chance and bet that whoever came up with that mantra had never...
Read More January 26, 2015

Topics: Contact Centre, Proactive Communication

One thing you want to stick to when it comes to Voice of the Customers

Posted by Kirsti Anderson

Two weeks may have passed since we all merrily sang Auld Lang Syne in an awkward circle, but as we all get back into the swing of things here at Raving Towers. 
Read More January 19, 2015

The importance of real-time customer feedback

Posted by Kirsti Anderson

Christmas...it feels like a lifetime ago doesn’t it? The decorations are now safely back in the loft, the presents have found new homes around the...err...home, and the leftovers (and endless tins of...
Read More January 16, 2015

Topics: Customer Feedback, Real-time Customer Feedback

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