Tag: Customer engagement

Neurodiversity & unbiased CX approaches: the opportunities you may be missing out on

Often one of the biggest challenges in CX can be breaking down silos within businesses. Ensuring inclusivity for those included in the working groups presents another layer of complexity. I want to discuss the value of inclusive teams, and the...

Customer champion programmes: building the customer-oriented working culture

Customer champion programmes have been around for over a decade, yet they’re still not all that common. They’re imperative to maintaining customer centricity. With customer success champions, you can ensure that your customers and their best interests remain at the...

5 ways to strike gold in the golden age of market research

The market research industry is in a bona fide golden age. Between 2020 and 2023, global turnover is forecasted to increase by 33% to over $100 billion, and innovation is at an all-time high. More businesses are relying on data than ever before for their day-to-day decision-making....

Introducing the innovation feedback loop: disrupting CX management

When Bain first invented the Net Promoter Score (NPS) measurement system, they introduced Inner and Outer Loops. These loops are used mainly by most Voice of the Customer (VoC) practitioners. They use these definitions of the loops: The Inner Loop responds to...

How AI is changing the feedback economy

How will artificial intelligence change reputation management? Well, it’s complicated. AI has already helped businesses understand customer feedback at scale and in ways that no human could do on their own. But, with the recent launch of content generation tools like ChatGPT,...

Customer journey matrix frameworks – the best method for planning a successful CX

Customer journeys, no matter how closely we try to track them and orchestrate them, are different and unique in every case. One of the best ways to understand this closer is with a customer journey matrix framework. The frameworks support digital journey...

Improving customer engagement in a challenging economic climate

Heightened demand for more personalised, streamlined customer experiences combined with the cost-of-living crisis has created a challenge for organisations in how they engage with customers and successfully deliver the best experience. How can organisations keep abreast of their customers circumstances,...

Comparative usability testing can drastically improve your user experience

Testing your interfaces before they go live is imperative for success. Comparative usability testing is just another tool to guarantee everything runs smoothly during the user experience. There are multiple tests that you can run – all with many benefits...

How to create an effective first-party strategy in 2023

Today’s customers demand seamless, fluid brand interactions. Salesforce recently found that marketers’ number one priority is improving the use of tools and technologies to build relationships across the customer lifecycle. Marketers are increasingly adapting strategies and tactics to redefine customer interactions. 71% agree that...

How to track your social media to improve your CX efforts

A successful social media strategy can bring huge gains: customers who engage with your brand online spend up to 40% more than those who don’t. Needless to say, a social media presence is essential, regardless of the size of your customer base. Recently, B2B...