Recording Voice of Customer (V0C) is Important, But Are You Listening?
Before you can improve customer experience, it helps to understand what that experience actually is, and what your customer wants it to be. So, how do you find out? You need to be getting real feedback...
View ArticleHow to Be a Better Customer Experience Leader
In today’s competitive market, it goes without saying that high-level company leaders need to understand that meeting customer satisfaction needs is essential to the bottom line. Simple as it may seem,...
View ArticleCyberspace Can be Lonely: Give Your Customer Someone to Talk To
Digitising consumer interactions was supposed to give the customer what they want – instant access to information and communication. To a certain extent, it does. Most businesses now communicate with...
View ArticleHow to stay relevant to your customers
INFOGRAPHIC: The post How to stay relevant to your customers appeared first on nlighten.
View ArticleThomas Cook’s Failure to Diversify
It can’t have escaped your notice that Thomas Cook – the UK’s oldest holiday company of 178 years trading – went into administration last weekend. Aside from the tens of thousands of passengers...
View ArticleEmpathy and the Fourth Industrial Revolution
The First Industrial Revolution was all about steam trains and manufacturing, complemented by a second revolution made up of mass production, steel and electric. This was followed up with the...
View ArticleData Rich, Insight Poor?
Once upon a time, a young girl asked her mother why she cuts off the end of the chicken before cooking it. The mother replies, “because that’s what my mother used to do”. So, the young girl asked her...
View ArticleSetting Customer Expectations Correctly
Around 80% of consumers rely on reviews to make a decision but will read fewer than ten reviews to make that decision. This means businesses can lose out based on a couple of negative comments, despite...
View Article“Why should I buy from you?”
Your value proposition is the reason why your customers and clients choose to do business with you or buy from you rather than your competitors. It is the value that your brand and services offer that...
View ArticleCustomer experience in a chaotic world
The world feels like an increasingly unstable and dangerous place. Ever since the GFC knocked the wind out of the global economy in 2008, it’s been one thing after another. It’s hard to believe it was...
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