Learn from McDonald’s success when it comes to customer experience

There was a stage when McDonald’s clients’ satisfaction was on the decline. After two consecutive years of weakening scores, they focused on customer experience through their employees to improve their business.   Since 2014, McDonald’s came in last in the annual American Customer Satisfaction Index (ACSI). They had suffered a 9% decline in customer satisfaction over two years. Not too … Read More

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 within the insurance industry 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 One of the things I have seen is that many struggle to let go of outdated business methodologies.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 … 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