Sarah-Nicole LeFlore

CX for Gen Z: How to Appeal to the Youngest Generation of Customers

Gen Z was born between 1996-2010. Gartner describes them as prudent, innovative and digitally innate. They are the fastest-growing group of customers, employees and voters. Their expectations are incredibly high in many respects and they desire to make positive changes in the...

How To Recognise the Value of Contact Centre Agents in COVID-19

2020 has been tough on everyone. In the realm of CX, customers are stressed and their expectations are as high as ever. This weighs heavily on frontline employees who must deal with customer frustration head-on. For many businesses, contact centre agents have...

3 Ways to Introduce Gamification to Your CX Strategy

Gamification is a strategy used to add elements of game playing and design to non-gaming settings. Adding game-like features to existing settings can bring about increased engagement from existing customers and attract new customers to your brand. There are so many different...

Using Sentiment Analysis to Improve CX

Your customers are always talking to you, but how well are you listening to how they are feeling? The quantitative feedback you receive from customers in terms of NPS, CSAT or CES metrics is incredibly valuable in terms of understanding how your...

The Key to Great CX? Balancing Delight and Ease

Delight has become a customer experience buzzword. Some think customers will stick around if they are dazzled with perks and discounts. By contrast, some experts believe that you should forget about delighting your customers and that the best experience is the easiest one. Which is…

Using Personalisation to Effectively Improve CX

Having a personalisation strategy is practically mandatory these days if you want to be good at CX. And there are countless opportunities and practices to introduce personalisation to your business to change and improve customer experience. Customers have grown to expect and...

How to Build a Successful Loyalty Programme

Customer loyalty and retention is essential to the success of any business, but just because a customer likes your brand, doesn't mean that they will be loyal to it. If a better offer comes along they may choose to leave you for...

5 Ways to Thank Your Customers

A thank you is a small gesture that goes a long way and it can really improve a customer’s perception of your business. One of the main reasons customers churn is that they feel under-appreciated. Most successful businesses do value their customers,...

Top 6 Priorities to be Successful in eCommerce CX

eCommerce has revolutionised the way we shop. In this post, we explore several factors that have become important to creating a successful eCommerce experience and are positioned to become increasingly essential in the years to come.  1. Omnichannel...

Using Emotional Intelligence to Improve Contact Centre CX

Emotional intelligence, often referred to as EI or EQ, is the ability to discriminate between different emotions in oneself and others and use emotional information to influence behaviour. It is an essential skill for relating to other people and an invaluable tool...

Learn How CX Was the Key Theme in Jeff Bezos’s Recent Statement to Congress

While we already knew that Bezos is customer-obsessed and attributes Amazon’s success to its customer-centricity, it's interesting to see the extent to which CX remains the top priority for Bezos and Amazon.

7 Surprising CX Facts

1. CX outweighs price to drive customer loyalty. Over two-thirds of customer loyalty is driven by customer experience, making it more important than price and brand combined. We oftentimes assume that customers are primarily price-driven when deciding between...

Everyone Wins When Your Employees Are Happy

In this post, we discuss three elements that you should consider to ensure the happiness of your employees and ultimately improve CX. Empowerment & Engagement When it comes to discussing improving employee satisfaction empowerment and engagement are always at the forefront of the conversation. This…

Improving the Quality of Your Survey Design and Analysis

Survey design can be a tricky skill to master. The difference between a high and low-quality survey can affect your response rate, data analysis capabilities and your customers’ ability to respond thoughtfully. The design tips below will help you to get the most out...

Using Social Listening to Improve Your CX Strategy

Many brands have social strategies to reach out to customers to engage them about a product or service, but it's important to go above and beyond and use social media as a point of call for customer service.  Social...

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...

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