Understanding Your Customers is More Critical Than Ever, But Why?

Posted by Rant & Rave

Getting good service isn’t enough for customers. In fact, excellent service won’t always meet their needs and expectations if you don’t truly understand what drives and motivates your customers.
Read More June 23, 2017

Topics: Customer Experience

5 Steps to Engage Senior Execs With Your Customer Experience Plans

Posted by Rant & Rave

According to Forrester, 90% of customer service decision makers believe that delivering good customer service is vital for their company to succeed. But, to make this happen, support from senior...
Read More June 9, 2017

Topics: Customer Experience

3 Reasons Why Ignoring Customer Complaints Isn't An Option

Posted by Rant & Rave

Today you can’t simply sweep customer complaints under the carpet. We live in an age where the internet and social media provides a public viewing area for complaints.
Read More May 29, 2017

Topics: Contact Centre, Customer Experience, Contact Centre Struggles

Why One Metric Can't Be Used to Measure Every Stage of the Customer Journey

Posted by Sam Roberts

Do you rely on one metric to measure Customer Experience? It’s not uncommon for companies to rely solely on C-Sat or NPS when measuring Customer Experience, but the metrics used aren’t always...
Read More May 16, 2017

Topics: Customer Experience, Metrics

Four Customer Experience Trends that Aren't Going Away

Posted by Sam Roberts

The CX landscape is constantly changing. Knowing what's relevant and what isn't is a major challenge - especially when these trends seem to develop so fast. Something that seemed exciting and fresh...
Read More May 10, 2017

Topics: Customer Experience, Customer Insight

4 Quick Wins to Move Your CX Programme to the Next Level

Posted by Sam Roberts

When was the last time you sat back, hands resting behind your head and though, "I think we’ve totally nailed our approach to Customer Experience?”
Read More April 25, 2017

Topics: Customer Experience, Voice Of The Customer

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