Customer Experience

CX Maturity Models

27 Nov , 2017  

Customer Models

Why is it important to organisations? Organisations are finding it difficult to gain a true understanding of the internal and external state of their customer experience. Due to the evolving nature of the customer, no longer can we rely solely on measuring customer satisfaction scores to gain a true understanding of whether our customers are happy or not. […]

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Customer Experience

Five Ways Social Media Data Helps Market Researchers

24 Nov , 2017  

Social Media

Before the advent of social media, market researchers had to rely on other channels, from focus groups to email surveys. Now, however, marketers have abundant online communities to tap into consumer discussions about brands and products. Here are five ways social media data is making it easier to gain actionable insights: Social Media Data Can […]

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Customer Experience

Five Areas to Assess for Better Customer Relationships

16 Nov , 2017  

Customer-Relationship

Dealing with customers isn’t always easy. Sometimes customers are exceedingly hard to please, and even obnoxious. Yet poor customer service is equally dissatisfying, and negatively impacts revenue per visitor. To value customers and deliver a better customer experience, here are five areas you should assess: Customers’ Interactions With Your Brand Beyond Human Touchpoints This point […]

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User Experience

Understanding User Journey vs User Flow in UX

10 Nov , 2017  

User Journey

In user experience (UX) discussions, the ‘user journey’ is often confused with the user flow. Both terms are used in product development to describe the story, the arc, of a customer’s interaction with the service or product. Yet there are subtle differences: First, Defining ‘User Journey’ And ‘User Flow’ The user journey describes the situations […]

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Customer Experience

Creating Great CX through Engaged Employees

8 Nov , 2017  

Employees

Great customer experience is the holy grail of business. After all, if the customer journey is satisfying and helps the customer achieve success, they’re far more likely to become a loyal customer, even a brand ambassador. How do you create better customer experiences, though? Start with engaged employees. Here are reasons why engaged employees are […]

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Market Research

Chatbots Could Be the Future of Market Research

23 Oct , 2017  

With every progression in our digital evolution, we move further into a world where more marketing opportunity exists. In April of 2016, Facebook’s announcement to introduce the facility for chatbots to help brands and businesses manage their pages has opened new doors. This has proven that there is an entire segment of unchartered territory to […]

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User Experience

Four Ways To Apply Information Architecture To UX Design

18 Oct , 2017  

Information Architecture

Intelligent design assists users in finding what they need, when they need it. An integral part of establishing this base is implementing the proper information architecture. This, in turn, has a large impact on the overall user experience of a website or application and is something that should be applied early on for it to […]

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Customer Experience

How Customer Journey Mapping Creates Rewarding Experiences

11 Oct , 2017  

Journey Mapping

Customers have high expectations and these are constantly growing as they realise the power of their choices and how brands need to work to win them over. Customer experience has become a massive part of how customers pick and choose their products or services, and its up to the business owner to ensure that they […]

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Customer Experience

Aligning Customer Success And Product Management For Customer Happiness

4 Oct , 2017  

The customer journey and the buyer journey are very similar, but separate events that can offer a business plenty of insight into respective behaviours. Often once purchases have been made, all support and customer success management goes out the window, with the exception of basic retention strategies. But customers deserve and need the same level […]

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User Experience

Five Tips for Using the F Pattern to Improve User Experience

27 Sep , 2017  

User experience

Understanding how your users scan and process the content on your website or in your app is key to great information hierarchy and delivering a smooth user experience. Due to the sheer volume of information available at lightspeed, most users scan information first before in-depth reading. Eye tracking insights have revealed users scan content following […]

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Customer Experience

Five Ways Customer Care and CX are Merging

20 Sep , 2017  

customer care

Customer care has seen constant innovation in recent years, from sophisticated chatbots that provide real-time assistance with customers’ challenges to augmented reality integrations that enable customers to use digital aids in real-world environs. Businesses are constantly looking at new ways to merge customer care with good customer experiences. Here are five ways this continues to […]

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Customer Experience

Nine Customer Experience Tips for Higher Conversions

13 Sep , 2017  

Great customer experience has always been a foundation of business success. Modern day competition and digital disruption have made good CX even more essential, as competitors are truly moments away for any potential customer. Here are nine tips to increase your conversions through enhanced CX:   Know Your Current Customer CX In Detail Having a […]

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