Miscellaneous, User Experience

How To Explain And Advocate User Experience

19 Jun , 2018  

As businesses start to adopt user experience techniques and practices more, there is less misunderstanding about the process and why it’s so valuable. But there will always be those stakeholders who think it’s a waste of money and that marketing budgets should be spent elsewhere. There are many ways to validate its value and importance […]

Customer Experience

Why Your Employees Should Be Your Most Reliable Advocates

10 Jun , 2018  

Customer experience is, as we know, a fundamental element to your business’s success. Working on a comprehensive experience throughout the entire customer journey is a futile exercise if your employees are not on board. Your staff should be your number one brand advocates, and if they’re not, then it’s worth investigating how you can turn […]

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Customer Experience

Why Strategic Customer Experience Is Essential For Success

6 Jun , 2018  

It sounds obvious, but there are countless businesses out there going about their customer experience without strategic direction. While they can still experience positive results from at least attending to customer experience, it’s an entire process that needs to be scripted, managed, analysed and adjusted in accordance with the multiple data sets and findings. Generally […]

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User Experience

How To Use Customer Feedback To Create Actionable Change

1 Jun , 2018  

As customer experience grows as the key differentiator between businesses offering the same services or products, brands need to be listening to their customers. According to a study by Walker, by the year 2020, customer experience will be more important than even the price of a product. Meaning that customers won’t care that they have […]

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Customer Experience

Errors to Avoid When Using Chatbots to Engage Customers

24 Apr , 2018  

Chatbots are amazing, they can be used to engage customers by using a combination of artificial intelligence and natural language processing. They allow you to engage customers in personalized conversation which can help increase sales and provide customer service. One of the first companies to actively adopt the use of chatbots is Nordstrom, with the goal […]

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Customer Experience

Maximise Customer Feedback By Making It Simple To Carry Out

18 Apr , 2018  

The digital space offers a multitude of opportunity for businesses to gain insight into how their customers are experiencing their brands and service thereto. Simply having repeat visits to your website will tell you that customers are interested or intrigued by what you have to say. Time spent on site and pages per visit are […]

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Market Research

Taking Market Research Beyond The Questionnaire

11 Apr , 2018  

The age-old questionnaire has been a trusty steed that has carried the area of market research through many years. But as with any aspect of our ongoing evolution, it was bound to reach a stalemate. That’s not to say that questionnaires are dead and buried, but rather that they need to be rethought in order […]

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Customer Experience

Four Ways Technology Delivers A Personalised Retail Customer Experience

4 Apr , 2018  

Retail Customer Experience

Across the competitive landscape of the retail industry, we are starting to see a massive trend as retailers adopt more technological practices in order to enhance their customer experience. It has been accepted that the customer is at the center of every retailer marketing efforts and that by ensuring that all practices are geared towards […]

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User Experience

A Quick Guide To User Experience (UX) Research

19 Mar , 2018  

Designers are often faced with the task of designing experiences, products or services that represent a brand or business. Taking a user-first approach to this process is the best foundation you can lay for your business and the impending success thereto. In order to understand how best to present your brand experiences to your audience, […]

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Customer Experience

Common Voice Of The Customer (VoC) Challenges

15 Mar , 2018  

Voice Of The Customer

Voice of the Customer (VoC) is a means to capture customer reviews, sentiments, preferences and aversions, and using them to the brand’s advantage. Taking customer expectations and turning them into a structured, prioritised format that can then be applied to your marketing strategy, is one way to ensure that you’re delivering a product or service […]

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Customer Experience

Four Different Ways To Segment Customer Data

14 Mar , 2018  

There are so many ways to skin a cat and even more ways to segment customer data, and no one way is right or wrong. How you break the data down will give you a wide range of different insights and angles, each suited to different needs. Let’s take a look at four different ways […]

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Customer Experience

Four Ways To Optimise Customer Journey Maps For Your Business CX

7 Mar , 2018  

As technology evolves, so too do the ways in which customers can receive information, products and services. They are always learning in the same way that their needs are always changing. An educated customer expects a certain level of quality with every brand interaction they encounter, which is why customer journey mapping is essential to […]

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