Post-call IVR surveys… Are you committing these four deadly sins?

Post-call IVR surveys… Are you committing these four deadly sins?   Surveys are the best way to get feedback from your clients and to drive a great customer experience with your company. They’re a great way to keep track of unhappy clients – giving you the real chance to fix any issues rather than lose a client, and improving customer … Read More

Are you maximising client feedback?

Are you maximising client feedback? Gone are the days where you could just sweep negative client feedback under the carpet and go about your business thinking your client is loyal to you. When it comes to bad mouthing a company or service, most consumers instantly turn to Facebook, Twitter and Hello Peter to publish their ordeal. And when that happens there’s … Read More

Why the insurance industry needs a helping hand

I have gained first-hand experience working with insurance companies on their customer experience management and voice of the customer strategies over the past decade. One of the things I have seen is that many struggle to let go of outdated business methodologies. While there are industry leaders who are interested in exploring CEM, few have fully realised how digital CEM … Read More

Insurance industry spotlight: Improving customer retention through proactive customer experience

Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of connected technologies and online comparison tools is also making it difficult for insurers to differentiate themselves. As a result, insurance providers have to fundamentally change how they assess and manage risk. New strategies are needed to respond to these … Read More

Tipping the customer centric cultural conversion

Out with the old, in with the new. This is a central part of a customer experience driven approach to business. A business’ culture cannot become customer centric overnight, but once it does, the results are profound and positive. “Changing to a customer centric culture is one of the most gruelling tasks any management team can undertake. All levels of … Read More

Six Voice of the Customer strategies to optimise your call centre

Six Voice of the Customer strategies to optimise your call centre Voice of the Customer survey technology can be a powerful tool for managing and improving call centre performance on a number of levels. However, to get the most out of your measurement strategy and surveying tool, it must be effectively implemented, adopted and utilised over the long term. Call … Read More

Shifting perspectives on customer feedback in two minutes

Customer experience has become a focal point for businesses worldwide, causing them to seek out the best ways to improve interactions with clients, obtain customer feedback and win over any prospective or lost clients. However, many of those same businesses use CX tools and software simply for damage control purposes. They single out and approach only those clients who provide … Read More

The Lifetime Value of a Customer

The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on to them for a prolonged period of time, versus what you stand to lose if your customers churn quickly. The lifetime value of a customer is dependent on various factors … Read More

Employee experience matters – a lot!

Next Level Customer Engagement

01 Feb 2016 – Shaheema Adams Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall customer experience lifecycle. This took me back to a quote from Doug Leather’s book The Customer Centric Blueprint where he maintains that engaging your employees in your quest for customer-centricity may seem daunting, but … Read More

Six reasons to focus on customer satisfaction

15 May 2015 – Andrew Cook Forget price and product wars, getting customer satisfaction right has become the key differentiator in today’s increasingly competitive market. It’s a well-known business adage that it’s cheaper to retain customers than it is to acquire news ones, and customer satisfaction is precisely what drives this truism. Slashed prices won’t reduce customer churn or negative … Read More