Why Brands Must Capture Feedback from the Silent Traveller to Improve CX

Posted by Rant & Rave

The customer experience of booking a trip has changed big-time over the last decade. Long gone are the days of traipsing into a travel agent to book a flight. Nowadays, there aren’t just websites to...
Read More September 11, 2018

Topics: Customer Feedback

Manage Customer Expectations The Right Way

Posted by Jason Sharpe

Here’s a little story about customer expectations.  I recently moved to an old house in a rural area. As you can imagine, my broadband options were pretty limited. Like most people (72%, according to...
Read More August 23, 2018

Topics: Emotional Engagement

Empowering your Frontline Heroes: Why Great CX Starts with Employee Engagement

Posted by Rant & Rave

Us humans like to think we’re a logical bunch. But when you dig deep into what really drives us, it becomes apparent there’s only one major factor in our decision-making process – and that’s emotion....
Read More August 10, 2018

Topics: Employee Engagement, Emotional Engagement

How Emotion Is Changing The Face Of Customer Feedback

Posted by Rant & Rave

We all love customer feedback. It makes our performance better, our messaging stronger, and a good old-fashioned customer survey is an obvious way of generating it. In fact, that’s been the go-to...
Read More August 10, 2018

Topics: Customer Feedback, Emotional Engagement

Are Customer Service Chatbots The Natural Next Step For Engagement?

Posted by Rant & Rave

The robots are coming. We watch those mildly terrifying Boston Dynamics videos in which droid dogs try to open doors. We listen to tech giants like Elon Musk tell us that AI is potentially more...
Read More July 24, 2018

Topics: Customer Service, AI

Focusing On The Right Metric: How To Build & Measure Customer Value

Posted by Victoria Royle

It’s common sense, right? Deliver a great customer experience and your customers will not only return for more but are likely to spend more per transaction, post about it on social and become...
Read More July 18, 2018

Topics: Customer Value, CX Metrics

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