Where does the customer journey end?
From Telstra Enterprise. End-to-end customer experience is the journey a customer takes from their initial thoughts or considerations to the actual purchase of a product. But the journey doesn’t end …
Category: Customer Experience
Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
Unleash the power of exceptional customer service! Dive into articles exploring the latest trends, tips, and strategies to elevate your customer experience and build lasting brand loyalty.
Ultimately, investing in CX is an investment in the future of your business. It’s about building a foundation of trust, creating memorable experiences, and fostering a community of loyal customers who not only return but also champion your brand. By understanding and prioritising the customer experience, businesses can unlock sustainable growth, enhance brand reputation, and cultivate a competitive advantage that sets them apart.
Teaching the machine to serve our customers
In recent years the customer experience landscape has seen the emergence of chatbots, virtual digital assistants, and AI. By automating repetitive tasks these tools have saved costs, allowing humans to …
Why Australian organisations need more CCXPs (Certified Customer eXperience Professionals)
In the wake of the COVID-19 pandemic businesses are increasingly prioritising customer experience over product and pricing as a means to differentiate their brand. As a result, customer experience skills …
Why have ‘customer success’ programs become so important
Ensuring your customers receive maximum value and enjoyment out of the products you sell them is a critical component of their overall experience with your brand. The term ‘Customer Success’ …
We’re targeting you – personalisation vs segmentation
Personalisation is one of the most important aspects of creating a great great customer experience. Today’s customers expect a personalised experience when dealing with brands. Highly personalised customer experiences driven by data …
The future of Voice-of-Customer: is the feedback survey on the way out?
This article was originally published on http://www.sproutstrategy.com.au Critical to most CX programs is having a Voice-of-Customer (VoC) component or process which allows companies to understand exactly what their customers want. …
Why you need a ‘Customer Centric’ culture to succeed at customer experience
The ability of a business to deliver an exceptional experience to customers is dependent on one thing – it’s culture. Successful CX requires a culture that puts the customer at …
IoT in 2021 – Capitalising on your Data
The Internet of Things (IoT) continues to transform businesses as developing technology presents benefits to every vertical. From a business standpoint, there are two major forces at play right now. …
John Holland gets onboard with Customer Experience (CX)
With $5 billion in annual revenue, John Holland builds and operates transport infrastructure across Australia, including Sydney Metro and Melbourne Metro trains. Director of Customer Experience Yvette Mihelic, explains how …
Gumtree helping customers succeed in the second-hand economy during COVID
Gumtree helps local buyers and sellers to connect and exchange goods and services across Australia. When COVID struck Gumtree had to make drastic changes to its operating model and how …