Blog

Check out our most recent CX Index Insights about Contact Centres, Integrations and Customer Experience. Here you can learn about the key to CX success for any organisation.

March 20, 2020

NPS Benefits Quantified

NPS is much more than a measurement of promoters, passives and detractors. If used correctly and to its full potential, the metric has numerous benefits that can help your business to improve in challenging areas. A well-executed NPS programme will lead to reduced business costs, customers spending more, more new customers through referrals, and fewer customers lost to competitors, amongst other benefits. Below, we explore a number of benefits that prove how NPS improves business outcomes and demonstrate aspects that contribute to the ROI of an NPS programme.

March 13, 2020

Signs Your Contact Centre Needs to Get Better at CX

Contact centres can be notorious for offering poor customer experiences. Almost everyone has a story relating to an interaction with a contact centre leaving them frustrated, angry or even more confused about an issue than before they called. While not every negative contact centre interaction can be avoided, it is important to identify the problems in your contact centre to make sure you aren’t perpetuating the stereotype that contact centres are awful and you are doing the best job you can to produce positive customer experiences.

March 11, 2020

Do You Understand Your Customers?

No two customers will have the same perception of what an ideal customer experience should be like. It is up to you to understand who your customer base is so that you can provide the best service in a holistic way, despite the many differences across who your customers may be.

March 3, 2020

How to Gain More NPS Promoters

There are a few steps you can take to make sure that your customers aren’t apathetic spenders who return but don't actively advocate for your brand. This includes focussing on your most loyal customers and integrating them as a part of your brand identity as well as giving them reasons to stay loyal.

February 13, 2020

How to Share Customer Feedback with Your Employees

A safe way to engage your employees and to promote transparency amongst your teams is to share customer feedback with them. This is of particular importance for the oft under-appreciated frontline employees who interact with your customers on a day-to-day basis. Making your employees aware of what customers are saying about them and their team members, whether positive or negative, can really motivate your employees’ performance as there is much to be learned. Realistically, there are right and wrong ways of doing this. Taking the wrong approach could be counterproductive, leaving your staff confused, disappointed or distracted. The suggestions below should help constructively share feedback, adding value to your employee engagement strategy.

February 7, 2020

The CX Books We’re Reading Now

We have developed a list of some of the most interesting customer experience focused books out there. Broken into three categories (Brands, Loyalty and Delight), these are the books you should read if you are looking for inspiration to recharge your organisation’s existing CX programme or infuse a new mindset of customer-centricity into your operations.