Posts in Customer Experience

Customer effort

Why Reducing Customer Effort is Better Than Delivering Customer Delight

July 20th, 2018 Posted by Customer Experience, Customer Loyalty

Discover why reducing customer effort improves customer loyalty, and five ways to achieve that now.

cx initiatives

Which CX Initiatives Give the Best Bang for Your Buck?

July 13th, 2018 Posted by Business Intelligence, Customer Experience

There are hundreds of different CX initiatives out there, but how do you know which ones are right for your business?

improving customer loyalty

The Real Secrets to Improving Customer Loyalty

July 6th, 2018 Posted by Customer Experience, Customer Loyalty

Improving customer loyalty is not hard if you focus on the two important things revealed in a major HBR survey

inbound marketing

Six Thousand Insights Into Inbound

June 29th, 2018 Posted by Business Intelligence, Customer Experience

Inbound marketing priorities and aligning Sales and Marketing with SLAs – read on for more insights from HubSpot’s 2018 State of Inbound report.

Contact Centre Profits

9 Ways to Improve Contact Centre Profitability

June 22nd, 2018 Posted by Contact Centre Management, Customer Experience

There are several ways to improve the profitability of your Contact Centre. Discover 9 things to focus on to improve the bottom line.

Music on Hold

On-Hold Music: Music to Your Customers’ Ears, or Not?

June 15th, 2018 Posted by Business Intelligence, Customer Experience

Enjoyable on-hold music can shorten customers’ perception of wait times, manage customer anxiety, and create brand awareness. But how?

IVR customer frustration

How to Create the Right IVR Customer Experience

June 8th, 2018 Posted by Customer Experience, Self Service, Technology

Does the IVR customer experience provided by your contact centre deliver a non-frustrating journey? 3 Tips to create the right IVR experience.

customer intent

Capturing Customer Intent

June 1st, 2018 Posted by Business Intelligence, Customer Experience

Capturing customer intent is defined as “one of the “most important digital initiatives” – discover why.