Sarah-Nicole LeFlore

Raising the CX Bar in the Expectation Economy

Customer expectations have been on the rise for the past two decades, but businesses continually fail to adapt to the changing customer expectation landscape. Amazon, Starbucks, Uber and the like are able to provide services and experiences that are fast, smooth and reliable, and...

Five Steps to Improve Employee Experience

It is well established that employee experience and customer experience are inextricably linked, but all too often executives focus on CX to the detriment of EX. As an employer, it is your responsibility to equip your employees with a rewarding work environment to enable...

Bridging the CX Perception Gap

Most businesses believe that they are “customer-centric.” Most customers disagree. This is the “CX Perception Gap” or the “Delivery Gap” - whereby companies think that they are focussing on their customers, but customers just aren’t feeling it. This gap was identified by Bain back...

How To Bring Personalisation to the Customer Journey

Personalisation is an important tool to drive customer loyalty and improve the overall customer experience. While it is of particular necessity to retail and eCommerce businesses, the importance of personalisation should not be ignored by any other customer-facing industry. Basic personalisation isn't enough. Customers...

VOC Integration 101

A successful Voice of the Customer programme requires integration with other systems for a holistic view of customer experience. The feedback obtained solely from customers along their journey, while compelling on its own, isn’t enough to drive strategic change across an organisation. Data from...

Contact Centre Surveys – What Data Should You Integrate?

Integrating data is a no brainer for any Voice of the Customer (VoC) programme, but you need to understand what data should be integrated for each part of the customer journey. It is the deep context that the right integration gives that can deliver...

CGC for B2B

When we think about Consumer-Generated Content (CGC), also known as User-Generated Content (UGC), we tend to think of examples that really work for B2C marketing efforts. As we've discussed before, CGC is any kind of unpaid content created by your customers in promotion of...

Empowering Employees to Do More is the Key to CX Excellence

Sometimes it’s useful to step back and look at anecdotal evidence of what companies do to differentiate at CX. The companies below put CX at the heart of their strategy, below we see a clear pattern of employees being enabled or empowered to go...

Top 10 Contact Centre KPIs

Between QA, feedback and insight that can be inferred from things such as call duration and other meta-data, there is a large amount of measurement and analysis that can be done to monitor the quality and operational performance of contact centres. Whether it's IVR,...

The Importance of Quality and Quantity in Online Reviews

Whether it's on a social media site, a review platform or a simple product page review, the quantity and quality of online reviews have been proven to have a significant impact on purchase decisions of consumers. Consumers are increasingly aware of the plight of...

New Posts