The Five Principles of Delivering Great CX Key Points: – Understand your customers’ needs and preferences – Create a seamless and personalized journey for your customers – Empower your employees…
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…
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…