We live in a world of increasing customer expectations. As a result, businesses are spending more than ever before on customer experience. Between 2012 and 2017, global spending increased threefold. Last year, companies spent a…Read More
In all but the smallest organisations, there’s a tendency for silos to develop. This isn’t entirely a bad thing. After all, most companies rely on specialist teams to carry out key functions. Necessarily, this entails…Read More
Are you deriving as much value from your customer or client feedback as you could be? Far too many companies from various industries fail to act on the feedback they receive or to interpret it efficiently, which can make the whole…Read More
Now this might come as a shock, but I have some important research to share. Unless you’ve been living under a rock for the past few decades, you’ll be familiar with the Net Promoter Score (NPS). For many, it will be your ‘go to’…Read More
Ensuring that customers or clients have consistently great experiences in their interactions with your business is a sure path to increased profitability. Sounds simple right? And it is, but that doesn’t mean it’s easy. The way a…Read More
CX has revolutionised the way B2C companies do business in many industries. These days, if you’re not putting customers at the forefront of everything you do, you’re unlikely to remain competitive. The transformation in B2B…Read More
Who’s the most important person in a company? If you’re thinking it’s the CEO, think again. To borrow a line, it’s the customer stupid. What customers think of you – or more accurately, how they feel about you – is the…Read More
Dear Sean, When my current contract period is up, you’ll definitely lose me as a client I’m switching to an ISP that can offer a quality product and just as importantly, good customer service. MWEB has failed dismally on both…Read More
If you lived in Europe a few centuries back, you would have accepted the statement ‘all swans are white’ as a self-evident truth. If asked for proof, you could have pointed to the fact that every swan you or anyone else had ever seen…Read More
The coronavirus represents not just a public health crisis, but an economic crisis. The impact on businesses cannot be overstated. Many have already closed their doors. The majority of those still trading are having to fundamentally…Read More
The world feels like an increasingly unstable and dangerous place. Ever since the GFC knocked the wind out of the global economy in 2008, it’s been one thing after another. It’s hard to believe it was only a year earlier that Apple…Read More
Your value proposition is the reason why your customers and clients choose to do business with you or buy from you rather than your competitors. It is the value that your brand and services offer that other businesses cannot…Read More
Around 80% of consumers rely on reviews to make a decision but will read fewer than ten reviews to make that decision. This means businesses can lose out based on a couple of negative comments, despite having an agglomeration of glowing…Read More
Once upon a time, a young girl asked her mother why she cuts off the end of the chicken before cooking it. The mother replies, “because that’s what my mother used to do”. So, the young girl asked her grandmother why she cut off the…Read More
The First Industrial Revolution was all about steam trains and manufacturing, complemented by a second revolution made up of mass production, steel and electric. This was followed up with the self-explanatory digital revolution. And…Read More