Organisational Culture and CX
A good organisational culture is the key to great customer experience. Simply put – the employee experience leads to the customer experience. Understanding what organisational culture is and how it leads to customer experience is vital to the success of your... read more
Customer Journey Mapping
Human beings define and explain their world through stories – we share stories to teach, entertain, share common experiences and pass along learnings. Storytelling can, therefore, be used as a tool to understand and engage customers. Customer Journey Mapping... read more
Do you have what it takes to be a CX Leader?
The attributes and traits needed to be a leader in Customer Experience Customer Experience (CX) is possibly one of the most important aspects to consider in any company, as it has the potential to drive the growth of a company as well as its profit revenue. In a... read more
A Guide to the Customer Experience Maturity Model: How You Can Ensure Your Brand is at the Right Stage
There are not very many brands that can survive off of a business model that only caters for new customers, and never attempts to create repeat ones. Capturing a new customer’s attention, and convincing them to use your product or service is important, but there are... read more
What is Mystery Shopping? – The Benefits and Objectives of this Market Research Technique
Have you ever wanted to see through your customer’s eyes as they browse your website or follow in their footsteps as they walk through your store? Employees are the face of your business and knowing how they influence customers experience of your business is key.... read more
Understanding Data Security and Privacy
Research is the process of gathering useful information from individuals or groups. In the digital age, we call this collection of information data. Genex collects data through market research, to provide different brands with insights. These valuable insights are... read more
Research 101: The Basics of Good Research
Attracting and retaining customers is an important skill in business. Previously, marketers sought to sell products to the masses without considering the needs of the individual. Today’s market focuses on a customer-geared strategy. This consumer centric approach aims... read more
CX Measurement and Best Practices – Back to Basics
With today’s business climate, customers have a great deal of choices. What makes a customer choose your brand? What makes that customer loyal to your business? How can you improve your service to keep your customer? Finding the answers to these questions and... read more
CATI surveys in a CX environment
Computer assisted telephone interviewing (CATI) has long been a survey method used in Traditional research, as a means of conducting research. It is a telephonic surveying method in which the agent or interviewer follows a questionnaire provided by a WEB survey.
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Sampling : To sample or not to sample?
Sampling in research is where a researcher only surveys some of the people in a population. Learn more about what this is and if you should do it.
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VOC & Unstructured Data
Until recently, VOC was mostly quantitative in nature and mainly structured according to the terms of the organisation, apart from the one customary verbatim question at the end of most surveys that represents qualitative data. The partiality towards quantitative data... read more
Building structured understanding with unstructured data
A voice of the customer (VOC) programme allows you to determine which questions to ask your customers. This has been and remains an important principle in managing the VOC, because if you just said to your customers “tell me whatever you want to tell me” they will... read more
Going social on unstructured data
As we watched the market grow, we have always been aware of the need to analyse both structured and unstructured text. We see more and more how companies that do voice-of-the-customer listening, also have a need to listen to their social media domains.
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Genex CX Expo
Most companies have the same VOC implementation issues We hosted our first Genex customer experience day recently. It was a fantastically well-subscribed event with people from various businesses and industries attending. Through the attendance and the interaction, we... read more
Beyond Dashboards
You have a voice-of-the-customer (VOC) programme. Your closed-loop service recovery is doing what it must. You have dashboards showing you every grain of trackable data. Why, then, are you not excelling? Why is your net promoter score (NPS) not shooting through the... read more
Net Promoter Score
Fundamental to any Customer Experience Management (CEM) program, is the measurement of that experience and the appropriate use of the correct metrics
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Employee engagement is the new customer engagement
The recent Customer Experience World conference speakers noted an evolution in focus from customer engagement and satisfaction to employee engagement and satisfaction. One presenter even simplified it to the point of saying that the people in a business fulfil one of two functions: They’re either serving the customer, or they’re supporting someone who is serving the customer.
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Hyper-personalisation – a new mega-trend?
For market research professionals, the advent of hyper-personalisation holds interesting implications. We can no longer advise our customers to do satisfaction surveys once a year or to segment their customer base into six or eight macro categories.
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Voice of the Customer and the Gartner Hype Cycle – are we entering the “trough of disillusionment”?
In Gartners famous hype-cycle, new industries with technology triggers go through phases beginning with hype and ending in a plateau which is preceded by a Trough of Disillusionment.
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