Sarah-Nicole LeFlore

It is well established that employee experience and customer experience are inextricably linked, but all too often, the focus is on CX to the detriment of EX. Consider the points below to ensure you aren’t failing both your employees and your customers at once....

First Call Resolution (or First Contact Resolution) is an essential metric for contact centres to show how many customers have their request met the first time they get in touch. It’s an important measure of contact centre performance as it shows how you are...

What is a Customer Journey Map? A customer journey map is a visual representation of every interaction an individual customer may have with your brand. It’s essentially a roadmap of the full customer experience, from when a customer...

Luxury brands pride themselves not just on their products but on the experience they offer their customers. Their customers spend a lot and have significantly higher than average expectations. Certain luxury brand practices, like exclusivity and bespoke offerings, aren’t widely applicable to...

Subscription-based businesses have exploded in popularity in recent years due to the changing nature of consumer behaviours and eCommerce growth. Traditional industries have been completely reimagined to serve customers on a month-to-month basis, increasing the importance of delivering ongoing, valuable experiences to...

These five statistics show opportunities for CX growth and progression in 2021 that any business could take on. Take the time to examine them to see how you can take inspiration from them this year.  1. Customers who...

Soft skills can be challenging to define. They’re the intangible “people skills” that make us more likeable, approachable, communicative, and better critical thinkers. For Customer Experience and Service success, soft skills are essential to building and strengthening rapport and relationships with customers....

Whether you are developing a customer experience survey for the first time or want to give your existing surveys a refresh, we’ve narrowed down the essential priorities of survey design to focus on. Consider these priorities if you want to maximise the...

Customer loyalty is essential to business success. Gaining new customers is expensive and challenging, so it should be a priority for any brand to maintain existing relationships with the customers who keep coming back.  Having satisfied customers is excellent,...

When sending out a survey to customers via email, you want to receive the best quality and quantity of responses. People often put all of their energy into crafting the perfect survey, and neglect to put enough effort into designing the invitation....

It is essential to offer your customers effortless experiences to keep them coming back. An omnichannel approach facilitates this, with seamless movement across touchpoints along the customer journey. We are living in an era where the most loyal of customers are omnichannel...

2020 was a challenging year for everyone, but there is hope in the new year. With the introduction of a vaccine for the coronavirus, populations worldwide can feel hopeful that, slowly but surely, normalcy will return. Unfortunately, the difficulties of 2020, for...

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...

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...

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...

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...

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…

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...

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...

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,...