Tag: Customer engagement

Adapting to endure: 2023 social media trends

Social media has never played a more central role to business, and has consequently evolved as the key to a successful marketing strategy. At the same time, it can be a challenge for organisations to keep up with this constantly...

How to go beyond VoC surveys to truly understand your customers

Customer surveys are deployed by 94% of organisations. However, Gartner found that customer service and support (CSS) leaders believe they bring less value than other methods of voice of the customer (VoC) collection. Many CSS leaders struggle to make actionable decisions with survey data due to low response rates (23%,...

The importance of communication in the experience economy

A gifting trend has arisen in the early 21st century: experiences in lieu of physical presents. In “the experience economy,” the new generation of consumers with disposable income focuses on experiences over materials, memories over tangibility. This consumer may still be wooed...

What can performance metrics reveal about customer standards?

Measurable data, we know, is crucial. In particular, tracking performance metrics is a great way to access valuable information into your business. And many factors play into organisational performance too.  To help us understand, Zendesk have released a new whitepaper into...

Creating the perfect recipe for proactive customer care

We are entering another moment of uncertainty – with cost-of-living and rising interest rates becoming a real concern for individuals. Brands can look at ways of proactively reaching their customers to help anticipate their questions and worries. Before creating new customer...

The significance of retention and delivery during economic crises

The monthly consumer confidence ratings published by the British Retail Consortium have not made for pretty reading in recent months. Time after time, the announcement has seen retail sales slide. It’s presenting a gloomy picture for an industry still finding...

Lack of consumer trust across industries, from media to governments

The 2022 Thales Consumer Digital Trust Index: A Consumer Confidence in Data Security Report has revealed that there is a lack of consumer trust across industries to protect their personal data. Based on a survey of more than 21,000 consumers...

Managing vulnerable customers with a humanised digital CX approach

Mounting inflation and economic challenges in the wake of the pandemic have meant that an increasing number of customers are experiencing financial vulnerability. The onus is now on companies to help their customers ride out these difficult times with a...

From insight to action: the importance of your customer service

Last year, complaints about customer service were at record level. Poor service negatively impacts a company’s image and, ultimately, its business outcomes. It can also make headlines – not all publicity is good publicity. Companies should continually focus on their...

Why are companies struggling to stay relevant to their customers?

88% of executives believe that employees and customers needs are changing faster than businesses can respond to them. It is leading to a crisis of relevance, according to a new report from Accenture*.    “External factors – from economic to cultural, environmental and...