Customer Experience: When Personalisation Hurts Your Business Key Points: Personalisation can be impactful for businesses, but it can also have negative consequences if not executed properly. Customers are wary of…
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Customer Experience: Beyond the Bad Rep Key Points: Customer service teams often have a bad reputation due to negative experiences. Common complaints include long wait times, repetitive explanations, and unhelpful…
The Key Points: Customer off-boarding is the process of officially ending a business relationship with a customer. It is important to have a customer off-boarding program to leave customers with…
The Power of Metrics: Knowing Beyond Subjectivity Key points: – Quantifiable metrics are important for understanding employee engagement and customer loyalty. – Metrics help businesses gauge the quality of experiences…
Achieving Effective Customer Segmentation for Targeted Marketing Key Points: Customer segmentation is crucial for effectively identifying and communicating with diverse groups of customers. Effective customer segmentation involves understanding your customer…
The Dangers of Vanity Metrics: How They Mislead Marketers Key Points: Vanity metrics are superficial indicators that can mislead marketers about the effectiveness of their campaigns. Common examples of vanity…
The Blurring Line between B2C and B2B Customer Experience Key Points: Customer experience (CX) expectations are influenced by both B2C and B2B interactions. The distinction between B2C and B2B customer…
Management It’s time to rethink conversational AI Key Points: – Conversational AI is failing to deliver the seamless customer experience it promises. – Companies need to prioritize human-centered design and…
Why a Service Operations Department is Vital for Scaling Companies Key Points: – A service operations department focuses on customer success, customer support, and customer experience. – This department plays…
The Struggle to Unravel the Truth Behind Customer’s Perception and Reality Key Points Damien’s organization’s delivery stats indicate success, but customer survey data suggests otherwise The discrepancy lies in the…
