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Tag "Customer Experience"

Jun 20, 2022 • Customer Experience

Seize the Moment: Moments of Truth in Financial Services

“Moments of Truth” – the term has been around for ages. How is it still relevant? And when is something a “moment of truth”? Find it out in this article, and discover how you can handle those moments with care.
Jun 14, 2022 • Customer Experience

Be Ahead of the Game With 3 Takeaways for the eCommerce & Retail Industry

Retail and eCommerce are all about creating seamless customer journeys and excellent customer experiences. As a retail and eCommerce business owner, how do you keep up? You have to go above and beyond what is expected of you, to give your customers an experience that they won't soon forget. Not only is this the best way to stand out in an increasingly competitive market, but it also helps you retain your customers longer, as well as bring in new ones!
Jun 10, 2022 • Customer Experience

The Future of Customer Service Starts With Multidisciplinary Teams

86% of consumers say that good customer service can take them from one-time buyers to brand advocates. While great customer service is an essential focus of any successful brand, forward-thinking companies are forming customer-focused multidisciplinary teams to help create exceptional customer experiences.
May 10, 2022 • Customer Experience

How to Enhance Live Experiences With Technology in the Leisure & Travel Industry

Leisure and travel is an industry like no other. As a business that revolves around live experiences, we know that – unlike other sectors – the experiences you create aren't focused on adding value to an existing product; they're the product itself. So maybe you need a solution that understands this and can help you better engage with your customers as no other sectors do? This can be achieved easily and quickly through digitalisation. Read on to find out how.
May 09, 2022 • Customer Experience

Drawing up an Omnichannel Customer Experience Strategy

No matter what you’re trying to achieve, rushing headlong into it without a strategy is a sure-fire recipe for failure. And if customer experience is the victim of such lack of planning, then the damage to your business can be high: think the harming of your business reputation, loss of customer goodwill, and the eventual decline in sales.
May 06, 2022 • Customer Experience

The Power of a Relational Approach for the Retail & Ecommerce Industry

Every ambitious brand knows that delivering a great customer experience is key to long-term success, and driving more profits. In fact, a survey from Qualtrics revealed that 94% of respondents will buy more after a very good customer experience. However, not every business knows how to develop and deliver the approach that will help achieve its goals.
May 05, 2022 • Customer Experience

The Top 5 Skills That Every Marketing & Sales Professional Will Need in 2030

Do you ever feel like the world just keeps moving faster and faster? You’re not alone. Since the 1980s, computer technologies have been speeding up the way people work and live. And as if things weren’t moving fast enough, the COVID-19 pandemic came along and pushed everything into warp speed.
Apr 12, 2022 • Customer Experience

Six Ways to Show More Empathy in Service Conversations

Customer Service has always been about (not surprisingly) the customer. Are tech, big data, AI, and automation changing this? No! It will always be about the customer. Even when you're automating a lot, you cannot forget the human touch. For customer service agents, empathy is one of the most important skills. We give you six tips to help your team have more empathic service conversations.
Apr 06, 2022 • Customer Experience

Why Unify Customer Data (And How a Customer Data Platform Can Help)

Customer personalisation is in hot demand these days — customers want it, and businesses want to deliver it. For your business to do personalisation right, start by unifying your customer data with a customer data platform.
Mar 25, 2022 • Customer Experience

The Importance of Seamless Operations for Customer Engagement

I'm sure you are aware of how important it is to create a great customer experience. Therefore, you have already invested in solutions that will enhance the customer journey! But do these solutions have the anticipated effect? Are you able to make your customers happy?
Mar 23, 2022 • Customer Experience

3 Questions to Ask to Reduce Customer Churn Rates

Struggling with high churn rates? If you’re in the utilities or telecoms industries, then you may always be looking for new ways to retain your customers in the long run. Historically, both have experienced relatively high churn rates. The telecommunications industry has an average churn rate of 30% to 35%. While the utilities market has a churn rate of approximately 12-15% for Western European markets.
Mar 03, 2022 • Customer Experience

How The Customer Relationship Will Define Your Business Model

New generations of customers ask for different business approaches. Modern consumers are well-informed and tech-savvy, with high standards for any business. A customer-centric business model can help you live up to these standards. Let’s first have a look at these new generations before diving into how you can take on a customer-centric approach.
Feb 09, 2022 • Customer Experience

Avoid Losing One Third of Your Customers in One Day

According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.
Feb 07, 2022 • Customer Experience

6 Chatbots to Revolutionise Retail and eCommerce

In the super-competitive world of retail, automation can make the difference between success and failure. Spend too much time on laborious returns or repetitive questions and you’ll have none left to focus on sales strategies and building your customer base. Automating important elements of your retail operation can free up your staff to do great things.
Feb 02, 2022 • Customer Experience

How to Easily Digitise The Insurance Industry With Smart Solutions

Consumers are not yet used to handling insurance matters online and mobile, yet they prefer it. This means that insurers need to be accessible everywhere and at all times, but they are not yet responding to this sufficiently. KPMG's research among 70 executives of international insurers shows that they know this all too well. They expect to lose a large portion of their sales to InsurTech or FinTech companies. However, this is easy to avoid without shaking up the entire IT landscape. With CM.com's intelligent solutions, insurers can easily and quickly take steps towards digitalisation. In this blog, you can read which steps.
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