Today I'm pleased to share a post that was co-written with Dan Heilbron, Head of Customer Experience Advisory Services, Asia-Pacific and Japan at Qualtrics. A relatively simple way of deriving insight from customer feedback is through correlation analysis. Correlation analysis is a statistical technique that aims to establish whether a pair
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This post first appeared on the ICMI blog in February, 2022. I started my career in my early 20’s working in the residential contact centre of a phone company. I’d just finished a marketing degree and, upon the advice of my father, I entered the business in a customer service capacity.
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The pandemic and the resultant time spent working from home whilst societies were in lockdown has made millions of people re-evaluate the psychological contract they have with their employers. They’ve been considering what they’re receiving in return for their time, skills and effort and deciding it’s not equitable. What
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Complaint management – the effective handling of customer complaints within an organisation – is a hot topic right now. Go to any online newspaper and search for “customer complaint” and you’ll inevitably find stories on banks, airlines, telco’s, and fast food companies to name but a few. Effective complaint management
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Today I'm pleased to share a post by Ashley Wilson. Image courtesy of Unsplash As a business owner, you know that your business provides great value to your customers. However, in a crowded market, new customers won’t always immediately see why they should choose you over your competitor.
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The following post is an interview provided to ProProfs in December, 2019. The promise of a delightful customer support experience comes with the responsibility of actually delivering it. Just getting new software onboard does not mean that you already provide a great experience to your customers. There are various things
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This post first appeared on CentraCX's blog in March, 2021. Contrary to conventional thought, this phrase never originated as a demand from a customer. It came from London department store owner, Harry Selfridge, in 1909 and was intended to convey to customers that they would receive excellent service at his
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“How do you keep the customer front of mind when everybody is working remotely right now?” This was the question that Annette Franz and I tackled on one of our recent calls. Following is a transcript of that call. BM: Let’s start with how you keep the customer
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This post first appeared on CentraCX's blog in April, 2021. Image courtesy of Unsplash. We all know someone who is unconditionally in love with a brand; they simply won’t stop talking about their latest purchases and recommend that others buy from them as well. Well over a decade ago, when
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I'm pleased to share a guest post by Luis Melo CCXP, author of DoctorCX.org. Technology can manifest itself, or come to life, in a myriad of ways. But when it comes to businesses and their customers, technology often refers to software applications i.e. computer programs designed and programmed to
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My name is Ben Motteram. I started CXpert to create companies that employees and customers love. This is my blog.
