Tag: Customer loyalty

Emotional intelligence: the secret to a memorable customer experience 

In customer experience, we’re often taught to embrace the mantra, “the customer is always right.” This is to ensure the people we work with receive an exceptional experience and return to do business with the establishment. Even when the customer...

Ethics led design: the only way to gain user trust

Trust matters. Whether it’s in a personal or a business relationship, loyalty grows only through trust. When trust is lost, it can be hard to win it back. However, current trends in UX design show that many companies are putting...

New research: can clienteling  technologies improve business performance      

One of the fastest trending tech investments for retail brands is clienteling, a retail technique that empowers store associates with a customer and product data so they can handhold customers through browsing and buying to deliver personalised customer experiences. Accenture’s Pulse Check...

What do cxpartners and Google say about the state of customer-centric organisations in 2022?

A new study by experience design consultancy, cxpartners, in partnership with Google, focusing on customer-centricity came across CXM’s desk.  The research report surveyed 110 businesses in Europe and found that customer-centric organizations grow nine times faster and are four times more likely...

Webex’s report details how to solve the CX trilemma 

A research report by Webex entitled “It’s time to solve the customer experience trilemma” speaks about what is needed to increase customer loyalty so that the bottom line can follow. Immobile, which is part of Webex, took the time to...

How Zoom’s new omnichannel contact centre will set a new standard in CX 

Zoom has become a staple for many businesses, and here at CXM, it is no different. Therefore, when we received the news that last week, Zoom Video Communications, Inc.  announced Zoom Contact Centre, we got intrigued. Will their approach to...

Supply chain resilience lies in advanced technology

The ongoing supply chain crisis is causing B2B suppliers to split their focus between tackling logistical issues and delivering a seamless customer experience. At the same time, many are in the process of either implementing or optimising their B2B eCommerce...

Ending the post-purchase silence by offering customers more choice

The growth of e-commerce recently has been staggering. In 2020 alone, there was a 46.1% year-on-year increase in internet retail sales value in the UK. Of course, many consumers have been forced to shop online as a result of the...

Picking up the pieces from five broken customer experiences  

Every day, organisations enable a myriad of interactions with their customers and employees. Whether it’s an online shopper trying to purchase a new pair of shoes or a design engineer taking a leadership training course, companies provide experiences throughout every...

What does Talkdesk’s 2021 global contact centre report have to teach us about benchmarking? 

Talkdesk released a report about their KPI and benchmarks in 2021. The information looks at the performance metrics of five contact centres with a sample size of 2 200+ customers from North America, Oceania, South America, Europe, Africa and Asia....