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

AI has limitations and human judgment is still essential for excellent customer service The recent case of Air Canada’s chatbot misinforming a grieving passenger about bereavement fares highlights critical challenges of current AI-powered customer service platforms: accuracy and empathy. Despite the airline’s investment in AI to create better customer experiences, the chatbot’s error led to the contrary and tarnished the airline’s reputation. As professionals dedicated to CX, we are tasked with striking a delicate balance between leveraging AI capabilities and preserving the irrepla ..read more

Introducing Tickets — A New Way to Enhance Customer Experience We are thrilled to announce a significant update to our Experience Management Platform: Tickets. This powerful addition allows you to handle customer concerns and issues with efficiency and precision. Tickets enhances the way you manage disgruntled (or passive) customers and turn their negative experiences into positive ones. Faster issue resolution and efficient customer engagement will help you recover disgruntled customers swiftly and possibly transforming them into loyal, satisfied patrons. Key Features of Tickets: 1. Sea ..read more

Simply collecting feedback is not enough; organizations must establish a robust “close the loop” process to effectively utilize customer feedback and make customers feel appreciated. In today’s fiercely competitive business landscape, customer experience is a critical differentiator. Brands that actively engage with feedback, resolve issues and drive continuous improvement are better positioned to deliver exceptional customer experiences, consistently outperform their competitors and fuel sustainable growth. One of the most valuable tools at a brand’s disposal for enhancing CX and driving gro ..read more

In today’s hyper-competitive business environment, accelerating sales growth is not just about numbers; it’s about cultivating a customer-centric approach. Achieving sustainable sales growth is paramount in today’s fiercely competitive business landscape. It’s no longer enough to offer quality products or services; customers now expect memorable interactions, personalised attention and seamless journeys. While numerous strategies and tactics can provide temporary revenue boosts, the most sustainable and long-term approach to increasing sales lies in delivering exceptional customer experiences ..read more

Companies go to great lengths to attract new customers and retain loyal ones. However, there’s a hidden treasure trove of potential advocates that often goes overlooked: passive, neutral or satisfied customers. The passive customer conundrum Passive customers, often overlooked, can represent a significant portion of any company’s client base. They are content but not overly enthusiastic about your products or services. They may not actively promote your brand, but they are not dissatisfied either. It’s a common misconception that these customers are inert and unresponsive, but that couldn’t be ..read more

A path to boosting workforce productivity source: Gallup The world of work is transforming, with organizations grappling with the challenges of an evolving business landscape. Amidst these changes, employee experience stands out as a critical driver of success. Gallup’s State of the Global Workplace 2023 Report reveals a concerning reality for Kenyan businesses: 83% of respondents are disengaged and detached from their workplace. source: Gallup Thriving: These employees find their work meaningful and feel connected to the team and organization. They take pride in their work and take owner ..read more

Investing in Customer Experience: A Necessity Even in Challenging Times As businesses navigate challenging times, it’s crucial to recognize the immense value of investing in customer experience. Hard times are ahead. As businesses navigate these challenging times, it’s crucial to recognize the immense value of investing in customer experience. Many companies tend to cut back on investments in customer experience, thinking it won’t make much of a difference. However, this couldn’t be further from the truth. It’s during these challenging times that customer experience becomes even more cru ..read more

Practical frameworks for transforming frustration into delight Things go wrong — it’s inevitable. Imagine this scenario: Sarah, a loyal customer of a popular online retailer, had a frustrating experience when her long-awaited package arrived damaged and incomplete. Frustrated and angry, she contacted the customer service department, hoping for a swift resolution. Instead, she faced indifference and unhelpful replies. As a result, her frustration escalated. She took to social media to express her disappointment, sharing her negative experience with her vast network of friends and followers ..read more