#Customer Experience
Let’s Talk: Is it possible to build a human-centred business in the era of machine?
The growing tide of automation is driving us all to employ technology to enhance productivity while improving existing jobs and establishing new ones. And so I In this week’s let’s talk, we asked our experts whether it’s feasible to start a human-centered business in the age of machines, and if so, how.
3 actions you must take to grow your start-up
Launching a business from scratch requires a great deal of ambition and bravery. While you might be filled with passion and enthusiasm for your venture, you might also be struggling with the fear of failure. However, with the right steps, it doesn’t need to be an option. All you must do is focus on ways […]
The power of human connection
In a world where businesses grow more alienated from their customers every day, the rise of AI and chatbots threaten to cut out human connection entirely. One single negative customer experience can result in the loss of a potential loyal and lucrative client, and these are the times when businesses need human intervention. Automated customer […]
Experiences are the way to capture the hearts (and wallets) of bank customers
Byline: Todd Handcock, President, Asia Pacific, Collinson Banks are facing increasing pressure to grow their business in the era of digital disruption and open innovation. Profound changes in consumer behaviour, technological innovations, the availability of a massive amount of data and the connected lifestyle of customers have led to a blurring of industry boundaries. Today’s consumers […]
From surveys to journeys: why it’s time for Australian SMEs to get serious about customer experience
Heard customer experience is the new black but not sure what the fuss is about? Or perhaps you think you’re doing a reasonable job of it already, with feedback surveys for new customers and a complaints and compliments section on your web site? There’s been plenty of chatter about customer experience in Australian business circles […]
Let’s Talk: The X Factor
Today we’re discussing customer retention and what businesses need to do to in order to achieve the so-called “X Factor” with their audiences. Customer experience is becoming increasingly important as the ability to share positive or negative reviews online is so easy in today’s digital age – and it can be very damaging to a […]
Customer experience crucial for eCommerce sales
Ecommerce platforms that move fast with their investment into next-generation customer service technology heighten their chances for increased sales in a competitive economic environment. Koh, one of last year’s winners of the Australia Post ORIAS People’s Choice Award, credited the updating of its customer service software – ahead of many of its competitors – with helping […]
People power: why your employees are pivotal to a cracking customer experience
Commentary around ‘customer experience’ has not been in short supply in the Australian business media of late. Take a deep dive into the topic and you’ll find scores of experts who’ll identify customer experience as a key area for companies to create competitive advantage in 2019 and beyond. According to management consultancy Accenture, we have […]
Measuring customer experience – what are we failing to measure
Gaining a true insight into customer experience can be difficult to achieve because customers tend to only offer feedback when they have a negative experience and keep their own counsel when they have a positive or satisfactory encounter. To get real insight into what is causing customer effort and reduce that effort in order to […]
Why influencers rule the age of experience
Marketing strategies must evolve to appeal to the new ‘buy less, live more’ generation of customers, says Vamp’s Aaron Brooks. The way we discover and shop is constantly evolving. Bombarded with ads, overloaded with information and inundated with options, there has been a shift, particularly in younger generations, to experience more and consume less. The […]
The Future is Conversational (AI)
The progression of conversational artificial intelligence (AI) has completely transformed the way consumers engage with businesses. Recent breakthroughs have led to a new generation of Virtual Assistants (VAs) – these could be specific to your bank, telco and even your pizza ordering. As the Australian business landscape becomes increasingly more competitive – particularly as international […]
Businesses with multiple service channels are ‘scrambling’ to meet customer expectations
Leading companies across a range of sectors – including finance, utilities, government, education, automotive and telecommunications – need to lift their game when it comes to customer experience (CX), a new study reveals. CX consulting firm, Customer Service Benchmarking Australia (CSBA), studied 3000 customer interactions with 136 companies in Australia, assigning each a score out of 100 […]
CX marks the spot: Lessons for restoring trust with customers after a company data breach
Consumers have become increasingly comfortable with providing personal data to brands in order to receive a personalised experience and seamless customer journey. However, recent news that Uber concealed a data breach affecting 57 million users and drivers for a year, demonstrates the rapid mistrust a brand can generate when it doesn’t adequately protect this data, […]
Here’s to 2018: the year of trust in business
In 2017, we’ve witnessed numerous Customer Experience (CX) failures that have damaged the reputations of some of the largest companies in the world. From long call waiting times after a number of severe outages, to poor customer service ratings, and other critical service failures, there are a number of lessons to be learned if brands […]
Why your business needs to know about – and prioritise – ‘Operational Customer Experience’
Gartner defines customer experience (CX) as “the customer’s perceptions and related feelings, caused by the one-off and cumulative effect of interactions with a supplier’s product or service, marketing, channels, employees, and systems.” However, there is a crucial element of CX that has been overlooked within the customer engagement management landscape. It’s called Operational Customer Experience (OCX) […]
Six steps to a successful customer experience program
Over the past decade, the balance of power in the consumer-company engagement dynamic has shifted unequivocally in favour of the customer. Once upon a time, brands spoke to consumers via one-way vehicles such as broadcast and print media. Now, there are multiple digital channels, many of them open to public scrutiny, creating a dialogue between […]
How to reach new customers and convert more leads
New customers are the lifeblood of every business, and every SME owner faces the constant pressure of not only finding and connecting with new potential customers but also converting them to paying customers. While it will always be a challenge to continue growing your customer base, now is the perfect time to reassess your customer acquisition strategy […]
How to leverage online flash sale events for your business
In the past month, we’ve seen a number of large-scale online flash sale events take place both domestically and internationally. Black Friday and Cyber Monday in the US brought in $2.72 billion and $3.07 billion in sales respectively, while Singles Day in China saw Chinese consumers splash out a massive USD$14 billion in a single […]
5 ways for national companies to deliver customer service like the local store
Great customer service is crucial to any big company, as it both captures new business, as well as fosters existing relationships. However, often when larger companies increase their scale they are unable to maintain customer satisfaction as it is hard to streamline effective customer service and grow a business without the right tools. The key […]
An experience to remember: 3 ways to avoid disappointing your customer
Today’s consumers are armed with more choices, more substitutes and more outlets to pursue alternative brands. In a world where our next purchase can be just two clicks away if we’re dissatisfied with a particular experience, providing quality service has never been more important. We harp on about providing a strong customer experience and with […]
One business leads to another with The Next Pair
Have you ever travelled, offered to bring something back and ended up with a shopping list and half your luggage allowance already accounted for? For Alex Hsu, this was an all too common predicament. Frequently travelling to the US for his IT business trading computer parts, Alex became inundated with requests for running shoes, typically […]
A leap of faith: One man’s journey into online retail
With exposure to a wider customer base, lower overheads, greater choice and more competitive prices, the benefits of online retailing are obvious. Online is the birth place for many emerging retailers while the bricks and mortar sector strive to ‘get with the game’. But it wasn’t always this clear. John Winning, CEO of Winning Group, […]
The secrets of an exceptional customer experience
Delivering exceptional customer experience is increasingly recognised as an important means of driving competitive advantage.
Present yourself in the best light
As online shopping keeps cutting away at the bricks and mortar pie, it’s become more important than ever for retailers to enhance the customer experience.