Author: Rebecca Brown

an illustrated image showing the CX transformation

CX transformation: How to recognize opportunities for change

In this article, our CX star Rebecca Brown explores how to recognize the need for CX transformation. In her unique way, Rebecca will question your beliefs and motivate you to take impactful actions. I’m a firm believer that a consistently...

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A comic shows two characters talking about personalisation in CX.

How can you harness personalisation in CX to drive increased loyalty?

It’s long been established that personalisation is key to a well-rounded customer experience strategy. So, what is personalisation in CX, and how can you achieve it for your brand in a way that turns customers into loyal advocates? Well, personalisation in...

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A comic strip showing two people delivering a faster customer service

More haste less speed: why slowing down could be the key to faster customer service

When time is of the essence, how can you deliver a speedy customer service that’s efficient but not rushed? Freshworks recently analysed 107 million support interactions which indicated that speed is the most important factor when it comes to improving CSAT...

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A guy running away from his desk to answer the call of his colleague

Fueling business growth with customers in mind

Building a customer experience that is consistent, easily replicable, and ready to scale as your business grows is no easy task. Sudden growth is a nice problem to have, but it can create a more insidious legacy if it’s not...

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It’s not just what they say, it’s what they do – look out for the feedback in your customers’ actions

Interpreting the non-verbal feedback your clients are sending your way is just as valuable as reviewing the written complaints and reviews they leave. If you are alert to changes in revenue trends, influxes of calls relating to anything new or...

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Top Tips for Hiring the Right Team to Deliver the Best Possible Customer Experience

Building the right team to deliver the standard of care you expect your customers to receive can be challenging. There are lots of elements that are required to achieve success, from establishing companywide values to guide decisions, to empowering your...

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Making it onto the ‘nice’ list this CXmas

Tis the season to be jolly. Tis also the season that leaves room for some serious customer experience faux pas. At this time of year, some staff are starting to wind down. Some businesses may even close over the Christmas period,...

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Don’t make it all about your competitors. Make it all about your customer.

Getting the edge on the competition is big business. A lot of companies spend time guessing what the competition will do next, trying to predict big marketing efforts, key messaging, and the resulting consumer traffic that follows. You see it...

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Harnessing Great Customer Feedback to Help Grow Your Business

  So you’ve worked hard on your customer experience. You think your customers are happy with the service you’ve provided. That’s great! But wouldn’t you rather KNOW that they were happy? Wouldn’t you rather everyone knew? There are plenty of options...

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Great CX Doesn’t Happen by Accident

Great customer experience doesn’t happen by accident. It takes a long-term commitment to learning about your customer, an understanding that the work is never ‘done’, and a universal vision shared by everyone who works in your organisation – to provide...

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