Effecting efficiency and the Customer Effort Score

Efficiency Customer Effort Score Smile

05 December 2014 – Andrew Burns Measuring the key drivers of customer retention and loyalty is a key focus for organisations seeking to refine their knowledge on how transactional experiences are driving critical outcomes. Enter the Customer Effort Score: a leading indicator of consumer loyalty based on the interrelationship between customer effort, expectation and loyalty. How the Customer Effort Score … Read More

Up Your Net Promoter Score, Up Your Bottom Line

Net Promoter Score Bottom Line

28 November 2014 – Andrew Cook The rule of thumb in advertising when it comes to accessing the success of a TV commercial or any other radio, print or outdoor campaign is quite simply (and effectively), “would you share it with your friends at a braai?”. Similarly, when it comes to customer care, the benchmark of effectiveness can be measured … Read More

Building customer-centricity solutions through adaptable software

Customer Loyalty Centricity Solutions Software

21 November 2014 – Andrew Burns Business, like life, can be messy. A one-size-fits-all approach to your customer-centricity solutions in today’s fast-paced and demanding business environment no longer works. The methods companies use to observe, understand and delight its customers ideally should be moving as fast as they are. Highly adaptable strategies are not easy to implement, particularly in established … Read More

Why measuring customer satisfaction is important to reducing the churn rate

Measuring Customer Satisfaction Churn Rate Cell C Billboard

14 November 2014 – Andrew Burns Measuring customer satisfaction can help you reduce the number of unhappy customers. This is particularly vital when you consider 1st Financial Training Services’ statistic that 91% of unhappy customers will never buy from you again. Unless you want to see oversized lambasting billboards posted by disgruntled customers about your service levels (or lack thereof), you might want … Read More

Why you need customer journey mapping for your business

Customer Journey Mapping

7 November 2014 – Andrew Cook Business process optimisation is on every business leader’s agenda. Did you know that customer journey mapping is one of the most powerful tools for BPO? If you want to understand exactly what is happening across your business through the eyes of the customer, you need customer journey mapping. This is a technique that graphically … Read More

What’s your customer care strategy? Follow Mr Lawn’s example!

Customer Care Strategy

31 October 2014 – Andrew Cook Every business should have a customer care strategy. Surprisingly, most of the businesses we encounter don’t. When problems or complaints arise, as they inevitably do, a customer care strategy can make all the difference. It doesn’t matter what type of business you run – whether it’s laying lawns or offering business analytics – amazing … Read More

What is enterprise feedback management?

Enterprise Feedback Management

24 October 2014 – Andrew Burns As we enter the “age of the customer”, we need to use and understand all of the tools that can assist businesses in getting to know their customers better. One of these tools is enterprise feedback management. Forrester Research defines enterprise feedback management as a “system of software and processes that enables organisations to … Read More

Using email surveys for business analytics

Email Surveys Business Analytics Mobile

17 October 2014 – Andrew Cook As business shifts focus from big data to data analytics, we’re starting to find that more businesses are benefiting from the value that can be obtained from email surveys. While not all businesses have the need for call centres, I can’t think of any business that doesn’t have the need for good customer service. … Read More

What are customer requirements?

Customer Requirements Understand Needs

09 October 2014 – Andrew Burns Do you remember the comedy film What Women Want, starring Mel Gibson and Helen Hunt? Many organisations feel like customer requirements are similar in the sense that you need to be struck by an electric shock to develop the superpower of hearing your customers’ thoughts. The truth is, customer requirements aren’t difficult to understand; they … Read More

All listen and all action – the voice of the customer

Listen Take Action Voice of the Customer

02 October 2014 – Andrew Burns American author Ernest Hemingway once said, “When people talk, listen completely. Most people never listen.” It is good, practical advice that applies to all facets of life, including the voice of the customer. It provides the secret key to gaining a competitive advantage. You need to learn how to listen and understand the voice … Read More