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.
World Vision Australia is a humanitarian aid and development organisation that aims to elevate children and the communities they are part of out of poverty. People can donate to the organisation or sponsor a child. Elisa Iurato is the Chief of Community, Retail and Supporter Experience at World Vision Australia. Mark Atterby talks to Elisa …
For many Australian businesses, harnessing data is the key to anticipating customer needs and market shifts, uncovering hidden trends and having the intelligence to know when to develop new products and services. This is critical to stay a step ahead of competitors and deliver superior customer service. Data is critical at every organisational level. It …
Amazon founder Jeff Bezos once famously said: “we see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Offering good customer experience (CX) is non-negotiable for any business, and investing in the right Customer …
Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is Head of Marketing Insights and Customer Research at Zappos. In this interview with Mark Atterby, Editor of CXFocus, he explains the importance of understanding customers …
Finding new ways to engage with customers and build long-term loyalty is central to the CX strategy of most businesses. A loyalty program that includes experiential rewards rather than a purely traditional points-based system can be an effective tool for building customer loyalty. Building and maintaining customer loyalty before covid was a challenge. That challenge …
CSM can become a game-changing strategy that turns customers into strong promoters. And yet, it is sometimes still shrouded in confusion and misconception, with businesses failing to see its strategic value. As a CSM leader myself, I can attest to its transformative power. So let’s take a look at CSM more closely, and how organisations …
Rania Wannous, the Chief Customer Officer at the New South Wales Telco Authority, leads the customer experience, partnerships, communications and stakeholder engagement functions at the authority. As customer advocate, Rania ensures the Telco Authority’s services meet evolving customer and citizen connectivity needs. Mark Atterby interviews Rania about the importance of being authentic and inclusive in …
The BPO industry emerged and grew over the 80s, 90’s and 2000s primarily as a means for organisations to reduce costs through labour arbitrage. Contact centres and customer service were seen as ideal targets to have someone else manage these functions, whether locally or overseas. Technology and the pandemic have greatly impacted the BPO industry …
Australian businesses are starting to get the message when it comes to ‘customer experience’. Delivering consistently outstanding CX calls for ongoing, company-wide commitment and collaboration. Having passed the point of regarding it as a ‘nice to have’. CX is now recognised as a brand maker or breaker and organisations are pulling out all the stops …
Becoming a ‘for purpose’ or purpose-led business can elevate your brand above your competitors in the mind of the conscious consumer. But not all conscious consumers are the same. Some consumers may be totally committed activists for the cause, while others are sympathetic and would prefer to do the right thing, but their purchasing decisions are …