Posts in Customer Loyalty

avoidable customer churn

How to Avoid Avoidable Customer Churn

September 7th, 2018 Posted by Business Intelligence, Customer Experience, Customer Loyalty

Avoidable customer churn is estimated to cost companies $A45b per year. Driver analysis and predictive modelling can help reduce churn.

contact centre communications

Do Your Customers Understand?

August 3rd, 2018 Posted by Customer Experience, Customer Loyalty

Discover the communication issues which cost you money, and the types of things you should avoid saying or writing.

customer journey

The Importance of Smoothing the Customer Journey

July 27th, 2018 Posted by Customer Experience, Customer Loyalty

Is your customer journey disconnected? If so, this survey of more than 1,000 Australian consumers shows you exactly how much you’re risking.

Customer effort

Why Reducing Customer Effort is Better Than Delighting Customers

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

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

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

proactive customer experience

Providing Proactive Customer Experience in Contact Centres

May 25th, 2018 Posted by Customer Experience, Customer Loyalty, Mobility

Discover how contact centres can provide proactive customer experience to increase customer loyalty and reduce inbound volumes.

consumer behaviour

If You Think You Understand Customers, Try Again

January 26th, 2018 Posted by Customer Experience, Customer Loyalty

We may think we understand consumer behaviour, but do we truly know enough to translate this into new products, services, or ways of doing business? Great question, that KPMG has addressed.

Online shopping

How Retail Contact Centres Can Help Combat the Amazon Impact

November 24th, 2017 Posted by Customer Experience, Customer Loyalty

Strategies for Australian retail Contact Centres to succeed against the arrival of the American retail giant.