Here are quick answers to questions you may have about our platform. 1. Are there any tutorials? Please click here to access our training materials. This will help ensure you fully utilize the features available on our platform. 2. How do I log in? Click on the blue ‘Login’ button located at the top right of the page. If you’re unable to log in, it is either due to an unstable internet connection issue or incorrect credentials. Please check your internet connection and try reloading our site. If you’re still having trouble, please check your login credentials and either reset them or ..read more

Suppression lists are designed to streamline customer communications while ensuring compliance with data privacy regulations Suppression lists enable you to maintain a central record of contacts who should no longer receive communications due to opt-out preferences. Using this feature automatically excludes these contacts from survey outreach. How it works: Create a suppression list: Click the orange ‘Create suppression list’ button to get started and upload your contact list. This process is similar to uploading a manual distribution list for SMS or . Manage the suppression list m ..read more

Understanding customer emotion can help you forge a deeper understanding of your customers and enhance their brand loyalty. We’ve usually relies on traditional metrics like Net Promoter Score (NPS, eNPS), Effort Score (CES, EES) and Satisfaction Score (CSAT, eSAT) to understand our customers and employees. While these metrics offer valuable insights, they only scratch the surface of what drives true loyalty, advocacy and memorable experiences. To stand out in an increasingly competitive market, the leaders of tomorrow need to dig deeper. They need to understand and measure customer  ..read more

We’re changing how you’ll distribute surveys and enhancing survey performance analysis. https://medium.com/media/4b82f390e75750db2259a68c6cab747b/href You can review these planned changes on our training platform. Distribute surveys via SMS has a new home Survey distribution via SMS has been moved to ‘Share options’ within the survey builder. This was changed to plan for other automated distribution methods such as email and WhatsApp. Analysis of distribution lists has moved This analysis can now be found within ‘Survey performance’ insights. These changes represent our ongoing comm ..read more

Customer Experience x Data Privacy — a symbiotic relationship How can Customer Experience (CX) professionals navigate the delicate balance between creating outstanding experiences and respecting privacy? This article explores this crucial challenge, offering practical tips for building trust through transparency and data control. With great power comes great (data) responsibility Picture this: You’ve just delivered an outstanding experience to a new customer and you’re eager to follow up. Perhaps you’re considering sending personalised promotions, requesting feedback or engaging them thro ..read more

Revolutionizing Financial Services: Crafting and Implementing a Winning Customer Experience Strategy Learn how Zamara, a leading diversified financial services provider, implemented a robust customer experience (CX) strategy The CX imperative in financial services The financial services sector faces unique challenges — we’re responsible for safeguarding people’s financial well-being and their future security. Building trust, improving customer satisfaction, and fostering long-term loyalty are critical in this high-stakes environment. At Zamara, our vision is to create a welcoming space wh ..read more

Organisations are grappling with new challenges and opportunities in today’s rapidly evolving business landscape. Amidst this transformation, one critical factor stands out as a driving force for success: employee experience (EX). Background In collaboration with the Institute of Customer Experience, Kenya, we gathered insights from over 320 respondents in March-April 2024, through our experience management platform. Our diverse sample covered various demographics, roles, and industries, focusing on the 2024 theme: “Elevating Employee Experience (EX) for Customer Experience (CX) Success.” You ..read more

Discover how Optica delivers exceptional eyecare experiences to its customers Optica, a leading eyewear brand known for its exceptional products and services, has made a name for itself by prioritising the needs and preferences of its clientele. We sat down with Shyam Shah, Optica’s Senior Technology and Operations Manager, to delve deeper into their customer-centric approach. Shyam could you briefly explain how Optica collects feedback from its clients? We use a convenient two-way SMS survey system. Triggered upon order completion, clients receive a simple text message requesting their ..read more

Reports make it easier to share relevant customer and employee insights with your colleagues and take collaborative action on change initiatives https://medium.com/media/424428d5e65cf6f655f2a6785b1364cb/hrefCreating reports Navigate to ‘Manage your report’ on the insights navigation menu. This view will display any reports you’ve previously created and you can edit, duplicate or delete reports. Click on ‘Create a new report’ and give your report a name to get started. Building your report The report builder consists of 3 main components — layouts, text and charts Layouts ..read more

A lesson on shared responsibility Photo by Nick Fewings on Unsplash Customer experience is a crucial competitive advantage in business-to-business (B2B) relationships. Every interaction a client has with your company, from customer service to billing, shapes their perception of your brand. One negative interaction can unravel years of goodwill. This was recently highlighted when one of our clients described an unpleasant encounter with a key supplier. They received this aggressive email from the finance department of a supplier they’ve worked with for over 6 years. The email threatened t ..read more