Sarah-Nicole LeFlore
Signs Your Contact Centre Needs to Get Better at CX
Contact centres can be notorious for offering poor customer experiences. Almost everyone has a story relating to an interaction with a contact centre leaving them frustrated, angry or even more confused about an issue than before they called. While not every negative contact centre...
Do You Understand Your Customers?
No two customers will have the same perception of what an ideal customer experience should be like. It is up to you to understand who your customer base is so that you can provide the best service in a holistic way, despite the many...
How to Gain More NPS Promoters
There are a few steps you can take to make sure that your customers aren’t apathetic spenders who return but don't actively advocate for your brand. This includes focussing on your most loyal customers and integrating them as a part of your brand identity...
The CX Books We’re Reading Now
We have developed a list of some of the most interesting customer experience focused books out there. Broken into three categories (Brands, Loyalty and Delight), these are the books you should read if you are looking for inspiration to recharge your organisation’s existing CX...
Improving the Contact Centre Hold Time Experience
While hold times are inevitable in some instances, if there is a consistent trend towards long hold times in your contact centre, you must take steps to alleviate the problem. This is an enormous point of frustration for customers and is entirely avoidable. Customers...
CX-based Compensation Systems – Do They Work?
Many companies have adopted CX-based compensation systems as a means to encourage employees to improve CX based on metrics obtained through customer feedback. While these compensation schemes are popular, they often backfire, creating more harm than good.
Don’t Exhaust Your Customers – How To Avoid the Perils of Survey Fatigue
To perform a robust and comprehensive survey of your customer base you need a high quantity of high-quality responses. If you are keen on improving your company's customer experience (CX) you are likely excited about getting as much customer feedback from your customers as...
Why You Should Introduce NLP to Your CX Strategy
What is NLP? Computer science has advanced such that computers are able to understand more than the traditional programming language through machine learning, deep learning and artificial intelligence (AI). Natural Language Processing (NLP) and Natural Language Understanding (NLU) are technologies rooted in AI which give...
How to Respond to Customer Comments: the Good, the Bad & the Ugly
Consumer Generated Content and digital reviews are having a serious effect on businesses, with 90% of customers reading online reviews before deciding to make a purchase. While your business cannot control what customers are saying about you on the Internet, you can control the...
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...