Why Governance is Vital for Customer Experience to thrive. Nathalie Schooling : CEO nlighten Strict regulations, the growth of technology, and an increasingly challenging marketplace mean customer experience and governance must go…Read More
Making the case for CX to the higher-ups has been one of the biggest bugbears for a lot of our clients. Believe me, we feel your pain. You are measured against KPI’s that require robust growth plans and client retention strategies. You…Read More
May the 4th (IR) be with you this Star Wars day! As May 4th marks Star Wars day, I find myself thinking about the films somewhat anti-technology viewpoint, or rather, its message of not letting technology override human intuition,…Read More
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
