TasNetworks increased monthly customer feedback from about 140 responses to as many as 5,000 after modernising its Voice of Customer programme. More importantly, faster feedback gave teams a stronger evidence base for decisions. Useful voice of customer examples should show that full path: signal, context, owner, action and measurement. This article uses examples across retail,…
Learn what exceptional customer experience in retail looks like, how to measure it, and how retailers can improve CX across stores and channels.
Launching a customer experience or CX program can be a big task. Knowing some important steps to get your program running can reduce the pressure of managing the customer experience. Which is why we have put together these 5 tips to help you succeed in the launch of your CX program! Tip #1: Involve decision…
I have a Voice of Customer (VoC) program, how do I get actionable insights? Over recent years, it has become increasingly evident that the experience a customer has with a brand, is as important as the products themselves. A recent study by KPMG found accessibility to smartphones and the internet has changed the way customers…
“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it will be killed. Every morning a lion wakes up. It knows it must outrun the slowest gazelle or it will starve to death. It doesn’t matter whether you are a lion or a gazelle. When…
As the world of CX matures, so does our use of tools and data. The humble Customer Journey Map – for so long the province of workshops and post-it notes – is a great example. These workshops can undoubtedly bring value by developing a shared understanding of a customer’s journey with your brand – especially…
There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply into them. Instead, I’ll just focus on 4 key points that I believe are relevant to leading change successfully, especially when that change is implementing or driving new customer experience initiatives. So let’s dive in……
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than others for driving and delivering results for this initiative. However, customer experience isn’t just a goal for the marketing, sales or customer service department. It should be an organisation wide goal that helps to drive…
Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional or rational engagement of customers during the measured moment of truth is the best approach. Customer engagement is based on the associated level of discretionary value gained from the interaction or experience. This determines if…
Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that are empowered with information like never before. The consumer can effortlessly access online price comparisons and reviews for every category under the sun. Importantly, unhappy customers can reach hundreds of friends and family on social…
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