Is “Agile” a Critical Component to the Success of Your Customer Experience Strategy?New Blog Post

The word Agile in the context of a Customer Experience Journey is often related directly to technology.  Mostly correct as technology often gives you insights in layers and silos and can be...

What Key Behaviours are you Tracking to Understand your Customer Experience Journey?

As with so many things in our lives and businesses we tend to overlook some of the simplest solutions that will make the biggest difference.  I was asked by a customer this week - Why do we need...

The Best Clothing Stores in SA - Yet Static CX Creating ZERO Differentiation

Consulta has released its latest South African Customer Satisfaction Index (SA-csi), showing which clothing stores have the highest customer satisfaction ratings.  The report shows that while...

Take Lessons Learnt from Others to Positively Influence your Customer Experience Journey

A lesson in failures is to turn them into value.  In this case an airline that dropped the ball - let's be honest it happens in EVERY company. However instead of using it to spread the bad - we...

Is your Communication Strategy Designed Using a "Silo" or "Wrap" Approach

As a human being (therefore a customer!) I would think that sometimes we would change our mindset when looking at the way we approach the communication our internal customers and our external...

Is your Technology Creating "Heroes" or "Headaches: in Achieving your CX Strategy?

I have an 85 year old mother.  She has accounts with banks. Memberships with various products ... all of which assume that she will be very happy that she can do everything on line where the...

Is Your View of Your Customer a Single One or Splintered?

As per the ‘State of Customer Experience in 2018’ survey, one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Around one in three...

Do You Collaborate with Your Customers to Create a Brand Synergy

Perception is what defines our realities.  Every touch point reflects your Customer Experience Strategy which in turn affects both your business, brand value and ultimately success.  It is all...

Have You Created Personalisation in Every Engagement With Your Brand?

A “Personalized Customer Experience” creates a memory.  If done properly will start a relationship both subconsciously and consciously with your customer. The benefit to the customer is that...

Do Your Customers Trust you have Integrity in All Your Dealings?

A key influence on your customer loyalty is the "trust and belief in the integrity" displayed by your company as perceived by your customers.  It plays out as “My perception becomes my...

What Rapport to you Establish With Your Customers?

Customers, whether individuals or major multinational clients, generally prefer to do business with partners that have invested in creating a rapport / relationship that stands the test of time....

Do you Strategically Engage with your Customer or just Transact?

Customer engagement is considered by many as “The ongoing interactions between a brand and a customer, “offered” by the company and “chosen” by the customer.”  Expanding on the...

Does Your Brand React vs. Respond To Your Customers?

Whether you are a fan of tattoos or not, have tattoos or not, is irrelevant right now. This is about how we behave in business. Let me explain.

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