The 2021 Customer
The 2021 Customer With 2020 reaching its inevitable end, it seemed to promise the hope of a new day as we turned the corner into a new year- perhaps even promised the illusion of an end to the global pandemic. With 2021 edging nearer and nearer, it had most gearing...
Humanising Tech
Introduction Browse through the pages of any industry magazine or blog and take a moment to count the number of times you happen across the words; virtual reality, artificial intelligence (AI), the internet of things (IoT), and social media, among other- it is...
What Customers Want for the Holidays
What Customers Really Want for the Holidays ‘Tis the season to be jolly… After a tough year, which no one could’ve foreseen as we counted down from 2019 into 2020, here we are again, at the cusp of another new year. So, as the holiday season is upon us, the big...
Expected CX Trends for 2021
Introduction If 2020 could be labelled anything, it would be, ‘unpredictable’! With all the changes that took place this year, it is somewhat inevitable that the state of customer experience (CX) has also changed. The pandemic certainly has put pedal to the...
Driving ROI from Social Media
As with CX programs, the ROI on social media can be quite difficult to prove especially with so many metrics by which to measure and monitor efforts. Organic content (that which is not sponsored or promoted) and sponsored content should also be analysed under separate...
Measuring Success and Return on Investment In line with CX
Introduction CX, unlike other areas in a business such as sales and marketing, is a much more intangible factor which, when done correctly, yields a strong return on investment (ROI). The ROI, however, is often scrutinized by financial departments within...
Testing before investing
You have the business idea, but does your idea have enough runway and true potential? Market testing is an essential process that ensures you spend your time and money wisely while setting up your marketing strategies for greater success in the future. There are...
What is good data/measurement?
With so many ways to collect, manage, and analyse data in the internet of things (IoT) and technological advances, data quality control may be sacrificed for the sake of quantity over quality as companies endeavour to make fast and radical decisions in the dynamic and...
The goal is customer retention
Constantly trying to acquire new customers can be costly and resource-intensive. An existing customer is worth more and is often less work than a new customer. A lifetime value customer will continue yielding returns as long as you continuously invest in programs...
Loyalty Modelling
The task of managing customer loyalty towards products and services has emerged as a focal managerial problem and central push in marketing development, maintenance. or enhancement to achieve a sustainable competitive advantage. Trust, customer satisfaction. and...
Complaints Management
Introduction While organisations endeavor to make use of ‘customer insights’ to continuously bring value to customers and improve operations, the data they look towards and the way this data is analysed to make crucial changes doesn’t always help in making impactful...
The service recovery paradox
The harsh reality is that even with the most compact contingency plans in place, your business can’t always foresee every eventuality. Errors can happen with orders, suppliers might have setbacks, and office service connections may be down. However, even with all of...
The Importance of Data Protection in Business
As recent data-related news has proven, the opportunities to abuse and exploit personal data is becoming increasingly overwhelming. It is for this very reason that concepts around data protection and ethics become crucial. Technologists and organisations alike, that...
The world of data privacy and protection (GDPR vs POPIA)
Do you really know who owns your data? From major corporations to cybercriminals, there is no shortage of individuals looking to gain access to the information that you share online. And while many companies look to safeguard your personal information, understanding...
Essential Soft Skills for CX
Introduction Living and working through the Coronavirus pandemic has put not only technical skills and abilities to the test but also interpersonal skills. The way we work has undergone major changes which we’ve covered extensively but huge changes which have forced...
Changes in customer behaviour during lockdown
With 2020 presenting the globe with a new set of challenges as the Coronavirus pandemic - the global health crisis of our time, forces many nations to economic turmoil, changes on consumer trends are inevitable. Over the past few weeks, South Africa has experienced...
Focusing on good EX in times of calamity
Introduction In the midst of the COVID-19 pandemic, organisations need to maintain a relationship with their employees while focusing, now more than ever, on employee engagement (EE) and the overall employee experience (EX). Maintaining business continuity in the...
Adaptability and Stress Management
Adaptability is the ability to change, or be changed, to better fit altered or unexpected circumstances as humans tend to be creatures of habit (Mill, 2015). Every one of us has the basic capability to be adaptable as without this being somewhat ‘hard-wired’ in us, we...
Understanding how to manage your CX strategies in the midst of a global crisis
With the global economy quickly moving in a downward spiral, organisations now, more than ever, need to dig their heels in and consider the factors which they can still control. One of which is their CX strategy and how they can use these initiatives to further engage with their customers and employees.
The Move to the Virtual World
Yes, we may have faced a lockdown, however, perhaps we can look at the positive and consider the opportunity which has risen. The world has been catapulted into ‘the way of the future’. The corporate world will never be the same, with ‘working from home’ or remote...