3 Reasons Your Customers Won’t Send Feedback

Customer feedback is information provided by customers about their experience with a product or service, helping teams understand where they can improve. It is very important to get feedback from your customers as their opinion is a resource for improving customer experience and adjusting your services to their needs. This data can be collected with different […]

Automation In Customer Service

In customer services, now more than ever before, companies are operating with a virtual team of service agents. This means that each agent works independently of the others, which can be challenging. But as well as being challenging, it’s also opening up new opportunities for your business. With a virtual team working together through different […]

Personalisation; The Untapped Customer Experience Strategy

In the age of social media and mobile, customers are increasingly expecting businesses to provide them with a personalised customer experience. That means tailoring tasks and communications to meet their needs as an individual. In other words, it means being able to recognise individual users, respond appropriately and provide tailored services that are relevant to […]

Knowledge Base For Self Service

How can I make my users more comfortable using self-service? You can’t do it alone and you need to involve them in the process. The sooner you get them involved, the better it will be for everyone involved – from internal staff to customers. Self-service is great when it’s used appropriately and with the right […]

Increased Customer Engagement With Loyalty Programs

A loyalty program can be a huge boon for your business. Not only will it help you build customer engagement, but it can also drive revenue and drive brand loyalty in the process. When implemented correctly, a loyalty program can strengthen your brand by fostering trust and encouraging repeat business with your company. On the […]

Why Customer Experience Matters for Your Business

When you think of customer experience, what images come to mind? At first glance, it’s probably not images of nauseatingly prim waiting rooms or a business that has atrocious user interfaces. Instead, most people think of modern services like Apple Store check-in apps and hotels with dazzling guestrooms. By paying close attention to the little […]

5 Things You Can Do Today to Make Customers Love You

Customer service is a critical part of any business. It’s important that you provide excellent customer service so that your customers will keep coming back for more. Be Consistent If you want to build trust with your customers, then you need to be consistent. This means that you should do what you say you’re going […]

VoC: The Voice of the Customer

Organisations may hear many voices (Customer, Business, Employee, and Process), but the voice of the customer (VoC)  is the driving voice as to what should be important to the organisation and what the organisation should focus on. The satisfaction of the VoC needs to be balanced against the Voice of the Business, Voice of the […]