A major security breach or cyber-attack can ruin the experience customers have with a brand. Failure to act decisively when customer’ interests or the security of their information is threatened, can be extremely costly. Yet, over half of all CEOs believe their organisations are unprepared and vulnerable to a variety of threats. Recent cyber attacks, …
In recent years we have seen the Internet of Things (IoT) move from the drawing board to become an emerging reality. It’s predicted IoT will radically redefine the relationship we have with the products we buy and the brands that make them. For brands, It will be about creating better customer experiences. Shortly, we wil …
Organisations are making increasing use of data and analytics to build a more comprehensive picture of their customers. Everyone recognises that the benefits of this are potentially substantial. But the challenges to achieving are just as significant. How does an organisation make the crucial shift from processing data and reporting to gaining valuable insights? How …
Customers are fickle and unpredictable creatures. Their behaviour and purchasing decisions can be completely illogical. Designing customer interactions that delight and build brand loyalty may seem almost impossible. Behavioural economics, however, may offer a solution for companies struggling to understand their customers better. Behavioral economics studies the effects of psychological, social, cognitive, and emotional factors on the economic decisions of individuals …
Social media listening is a popular practice for companies to understand more about their brand and its position in the marketplace. Its true value, however, is about understanding customers and what they value. It’s learning how to be proactive and interactive with your customers, rather than reactive. Traditional marketing vs social media marketing Using social …
Creating exceptional experiences for customers requires having engaged employees who are enthusiastic about their workplace and their role within the organisation. According to a recent Gallup study however, employees are disengaged at work – worldwide only a tiny 13% of workers are engaged. Considering how much time we all have to spend at work, it …
Customer journey maps are an important first step in understanding the experiences of customers. From initial contact to final purchase it highlights the key interactions the customer has with the brand, identifying gaps or pain points in the customer experience. All too frequently, however, the exercise fails to drive positive change within the organisation. A …
The ability to offer customers the ability to communicate with a brand via a variety of channels has been the Holy Grail for the contact centre industry for quite some time. Now days customers are multi channel shoppers and business as a whole are struggling to meet the multi-channel expectations of their customers.
By Mark Atterby. Everyone is talking about digital disruption. But how much are traditional companies doing about it? And what will be its full impact? We’ve seen the rise of Uber and Airbnb to disrupt the taxi and travel industries. Who’s next? According to the Harvey Nash CIO survey 2016, Australian organisations are being affected …