Archives

To go from bad CX to good CX, it’s time for organisations to ‘Think different’

CX has seen a major shift away from product-centricity into customer-centricity, as befits the new, consumer-enabled digital world – especially true today.A poorly implemented CX initiative is often worse for both customer and business than having no CX initiative at...

7 Ways to Improve Customer Experience with Email Marketing

A happy customer is a loyal customer.And loyal customers are important. In fact, the chances of selling to an existing customer are between 60-70%. Which drops to a mere 5-20% for new customers.But what is the key to keeping customers...

Giving Compliments

In Dale Carnegie’s book How to Win Friends and Influence People, he talks about giving compliments as being like leaving beacons of light. The world is a very small place and before you know it, you’ll do a full circle...

Accelerating Customer Service: Streamlining Businesses for the Subscription Economy

The impacts of COVID-19 won’t be temporary. Customer experience as we know it is coming to an end. But luckily, we can all learn from the changes to come.   Over the next year, we will shift further from a physical...

Can CX learn from volunteering during the Covid-19 Pandemic?

According to recent research, engagement with volunteering has increased in younger people whilst decreasing in over 55s. This is most likely driven by the need to self-isolate and the more vulnerable needing to shield. Whilst I have experienced a general...

Voice of the Customer Tools for SMEs and Small Corporates

Regardless of the clear value of customer feedback, few businesses have people with the skills and the time to analyse it, draw conclusions, initiate action and monitor the results. Even huge corporations with data scientists invest in a Voice of...

A 3-step guide to giving your customer service agents more autonomy

It’s no secret that 2020 was a tough year for customer service agents. Increased workloads, heightened customer expectations, a global shift to remote work. Unfortunately, most of these challenges have spilt over to 2021, as more and more companies realise...

Athens marked the next day of the CX worldwide at CX Summit 2021

The CX Summit 2021, the first International online conference of Boussias and Marketing Week, took place with great success on Thursday 28 January.For more than 10 hours, 417 top executives from the global CX community and 23 top speakers from 20 countries gathered...

No More Support Tickets: How to Deliver Excellent Customer Service with Gmail

Managing customer relationships is necessary for every business. Whether it’s solving customer issues or answering inquiries, companies use different tools to carry out daily customer interactions.Maintaining good customer relationship is key to customer loyalty which can only bring you more...

Here are the CX Stars of 2021

The votes have been ratified and we’re pleased to announce CX Stars Top 100 Professionals and Top 50 Influencers! The competition was fierce and the comradery palpable as the entrants for this year’s CX Stars took to social media to...