Kelechi Okeke
The Power of Closing the Feedback Loop: Why It Matters
Imagine you visit a store and buy some items and then you receive a survey asking you about your experience at the store. You fill out the survey and give some feedback, but then you don't hear anything back from the store. That can...
3 Tips To Improve Your Survey Response Rates
Customers are constantly evolving and their behaviours has been significantly impacted on by the COVID-19 pandemic. Now more businesses are working hard to keep a pulse on their customers to better understand their needs. In doing this, they strategically reposition their operations, product, services...
5 Best Practices For Your Voice of The Customer (VoC) Program
Consumers are constantly evolving, and so are their needs and expectations. Businesses that will thrive in the long term are those that understand the needs of the changing customers and take positive actions to meet these needs. Voice of the Customer (VoC) is a research...
5 Reasons You Should Map Your Customer Journey
Today before any business can satisfy its customer needs or even exceed their expectations, good knowledge of what the customers truly want is required. This entails having an end-to-end understanding of the customers’ journey with the brand, from the awareness to loyalty stage of...
How Analytics Shifts the Customer Service Game
No modern customer experience strategy is complete without analytics. Leveraging the insights you gather from historical data and current customer records is the best way—if not the only way—to develop tactics for your customer experience that are founded on measurable success. Analytics help remove...
6 Customer Service Myths Busted
In the customer service industry, it's sometimes difficult to differentiate between fact and myth. The industry is evolving so fast that the various players in the market sometimes struggle to keep up. This makes it fertile ground for false notions, fads and toxic myths. It...
10 Things You Can Do To Improve Employee Experience [Infographic]
Customer experience (CX) has been on the front burner for organizations for a long time now. While it plays a very important role in winning & retaining customers, businesses must not miss out on what is happening within the organization. Customer experience begins with the...
7 Important Steps To Understanding Your Customers’ Journey
Before any business can satisfy customers' needs or exceed their expectations, good knowledge of what the customers truly want is needed. This entails having an end-to-end understanding of the customers' journey from the awareness to loyalty stage of the buying cycle. The customer journey...
Understanding The Peak–end Rule & How It Affects Customer Experience
Did you know that customers are very likely to form biased memories of their experience with your business? It is what your customers remember about their experience with your business that determines whether or not they'll come back for more. Stay with me, I’ll...
Be Proactive! It’s Good For Business
Being proactive entails acting and thinking ahead of anticipated events. In customer service being proactive means that you anticipate challenges customers might have, and working towards resolving them before they know about it. A good example would be a customer service representative who calls a...
10 Tips For Improving Internal Communication [Infographic]
Effective internal communication is essential for businesses. It allows employees to work efficiently and ensures all members of an organisation are working collaboratively towards a common goal. Great internal communication increases employee engagement and leads to greater productivity, and improves customer service. Seamless internal communication...
6 Tech Advances That Will Enhance Customer Experience
In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Some of these tech advances are already in use, empowering businesses with the ability...
Banking On Social Media – How It Will Affect The Future
Social media although is new in the society, we can argue that it is here to stay. Social media platforms have gradually found their way into various aspects of our everyday life, replacing traditional media as they gain increasing popularity among users. Social media...
10 Body Language Tips That Will Make You A Customer Service Star
Body language provides an incredible amount of information on what other people might be thinking or feeling, after all it accounts for over 60% of communication. No matter what type of activity you are participating in, your body is saying a lot about you...
5 Ways To Ensure A Positive Brand Perception On Social Media
Social media channels such as Facebook, Twitter and Instagram have had a dramatic impact on the current business environment. Brands no longer have the luxury of controlling what they want potential customers to see or read about them as social media has empowered consumers...
Setting Customer Expectations Is Important – 4 Tips For Doing It Right
Lots of businesses today do not put much thought into setting realistic customer expectations, they focus on aggressively hyping marketing their products to draw in prospects. While this strategy might work in the short term, the business will eventually be unable to meet the unrealistic expectations...
7 Important Tips For Creating Awesome Customer Surveys
Customer surveys are a great tool to determine how customers feel about a brand & its products or services, but designing a survey which customers would respond to is one thing while designing a survey which would yield actionable insights is another. When designing surveys...
10 Customer Service Secrets Every Consumer Should Know
A lot of people see interacting with customer service as a tricky experience that could end up being a waste of time. Many more dread having to call a contact center for support. This is because of prior negative experiences such customers have had...
Educating Your Customers: The Benefits & How To Achieve It
Educating customers is something businesses can benefit from, but most shy away from it due to false assumptions such as - the belief that a more educated customer will be less loyal or 'know too much'. It's time to let go of these assumptions and truly...
Brand Consistency Is Important For Customer Loyalty
People buy from brands they know and trust. If your business were to be a person, the brand would be its character (what people know it for). Branding a business is not just about inserting logos on marketing materials or choosing the right colors, it...