Asking for an investment 'because X will no longer happen' is fraught with risk - learn about the biggest four and how to get your money anyway.
Touchpoints must become TRUSTPOINTS
Every interaction must show your customers they can trust you to listen, understand and deliver.
Understand your customer
Know who they are, what they buy from you and what they are doing. Then use the data to shape the outcomes you want.
From omnishambles to omnichannels
Hold seamless conversations with customers using their preferences for channels and timings.
Value existing customers
Keep existing customers happy to reduce the cost of sales, marketing and onboarding.
Interactions are as important as your product or service
61% of people say service is important when buying and 81% will switch because of poor service.
Respect your customers
Be considerate of data, emotions and points of view.
Digital technology can be your friend
Use software and AI to get ahead, reduce hassle and free up your people.
Engaged employees deliver compelling customer experiences
When committed to your business and goals, people look for ways to delight your customers.
Don't teach your team to say 'computer says no'
Make processes easier and effective for customers from placing orders to getting help.
Our best experience sets our expectations
People will compare you to the best experience they have had. Across all sectors, products and services, B2B and B2C.
Customers see one continuous experience
Don’t show your customer your organisation chart. Help your whole team deliver a compelling customer experience.
Customer experience needs attention
If you’re not working on your customer experience, you’re dropping behind your competition.
Customer Experience continually advances. Here are 6 factors which will help businesses understand and meet their customers needs.
Customer Experience Management is a powerful business tool. Manage your customer experience to grow your business.