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When spending money on training and developing staff, one of the main goals of a company is to maximise their Return on Investment (ROI). A key way to achieve this is by investing in good quality training especially in the area of customer service. By improving your teams' customer service skills, you can increase sales, …
How you treat your customers can be a huge game changer for small business owners. Creating a memorable, valuable and faultless customer experience (CX) can lead to more customer acquisition and loyalty. In this blog post, I’ll set out 3 practical ways you can upgrade your CX in a few simple steps. Focus on Reviews …
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Customer Experience (CX) is not a tangible item which can be weighed like a bunch of bananas. It’s a business practice, a set of principles and should be part of an organisations strategic planning. So how do we measure CX effectively? There are five key steps to successfully measuring customer experience which I’ve written about …
I recently searched the internet to find a simple definition of customer experience management and failed miserably. I found helpful definitions, but they seemed a little over complicated. Here is my attempt at defining the term: The processes, software and strategies adopted by an organisation to accomplish excellent customer experiences. There are several elements that …
What is a Customer Feedback Funnel (CFF)? We’ve all heard of a sales funnel, right? But what about a Customer Feedback Funnel? Have you ever heard of the term? I actually coined the phrase myself to describe the process of acquiring customer feedback through automated systems and surveys. A CFF is simply the route that …
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Three Simple Steps Customers are looking for companies that deliver exceptional customer experiences (CX). To stand out amongst the crowd, it’s time to invest in what matters the most; your customers and how they experience your brand. This post will set out 3 simple steps which your business can take to improve CX. By implementing …
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