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, […]
Undertake test-and-learn initiatives and dare to take risks. Map out the year’s objectives. Quickly become indispensable to critical business partners. Embrace new technology (or go the way of Kodak). Improve the digital experience for customers. These were just some of the recommendations yielded by our first “Let’s Talk…” feature for 2018, which posed the following question […]
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 […]
To thrive in the digital era, all businesses need to be where their customers increasingly are – online. In 2015/16, Australians spent a whopping $41.3 billion shopping online according to a press release published by Roy Morgan in 2016, up 9.25 per cent on the previous financial year.” Although the popularity of e-commerce amongst consumers […]
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) […]
All businesses strive to a deliver great customer experience, and convenience and seamlessness are currently the winning factors for ensuring their engagement with your brand is at its best. In 2015, Forrester predicted that one-third of companies in the B2C space would compete on the basis of experiences, and change their business structure accordingly. This […]
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 […]
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 […]
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 […]
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 […]
