Tag: Customer service

The top 5 design thinking certificates exploring links between society and business

Design thinking was a thing ten years ago. Today, some of us might think it is a buzzword that doesn’t really contribute much to the overall service or product improvements. Unfortunately, rapid prototyping and ‘post it notes everywhere’ made some...

Customer survey postcards: the guide to offline satisfaction measurement

We’ve all been there as a customer – had a digital survey emailed through to us after a brand interaction. Those “how did we do today?” survey messages that we’ve just mindlessly ignored and let sink down through our inbox....

How brands can show love to Gen Z this Valentine’s Day and beyond

In recent years, Gen Z has become the driving force behind Valentine’s Day gift giving as the youngest working generation. Born between 1997 and 2012, this generation is one of the largest, most diverse demographics in the world, as well as the most tech-savvy. As Valentine’s Day approaches, young lovebirds will be on...

What’s ahead for CX in retail in 2023?

Retail today is perhaps more complex than it has ever been. But giving customers the experience they now expect doesn’t have to be. This year’s study revealed notable increases in consumers who are willing, prefer or have a growing affinity for self-service...

How can a facilitator ensure a great customer journey mapping workshop?

In a 2019 survey, the Nielsen Norman Group found that journey mapping was the third-most popular activity for UX professionals. While it is one of the most used methods in CX, it also can be daunting.Running a successful customer journey...

Create impactful experiences in 2023: make immersive CX your edge

Moving into a new year usually always indicates a fresh start with new ideas about how to successfully spend the next 12 months. This is particularly the case in business – especially as we’re in an age of renaissance, moving...

Can customer centric scheduling actually work in practice?

Customer centric scheduling is crafted for employees, for the benefit of customers. It’s a typical model to see adopted in retail especially, and other customer-facing roles. At first glance, it might seem like a great idea. But what about the...

The new value proposition to support customers during the cost-of-living crisis

With the increased prices on energy, food and mortgages/rent, we are all focused on value and getting the most from what we can afford. For all income groups, making ends meet and reducing outgoings will remain priorities this year.All income level households are suffering with financesEnergy bills are due to rise...

What are you doing to improve your customer service efficiency?

A recent survey by Accenture found that 52% of consumers have switched providers due to poor customer service alone. If the service a customer receives is long-winded and tedious, they’re 96% more likely to break their brand loyalty. These are staggering...

Adapting to endure: 2023 social media trends

Social media has never played a more central role to business, and has consequently evolved as the key to a successful marketing strategy. At the same time, it can be a challenge for organisations to keep up with this constantly...