Are you tracking all of your competitors’ moves and spending a significant amount of time every day deciding how to react to (and outdo) those moves”
By now, business owners and entrepreneurs know building a successful company starts with the customer experience. In fact, 72 per cent say improving the experience is at the top of the list.
The workplace is in the midst of the biggest revolution since the industrial age. An emerging consequence of this is demand for remote and flexible working.
Wouldn?t you like to know?! Imagine if this were true for your business. Just think of the freedom you?d have! Having a team who all work with consistency, making every customer consistently happy and keen to return.
The way businesses interact with customers has drastically changed in the last decade, due to the rise of mobile and other technologies.
If we suddenly learned the world would end tomorrow, someone would make money from the discovery. At the very least, to quote singer Tom Lehrer: “Lloyd’s of London would be loaded when they go.” It also sums up the crux of this guide.
Using a mere price-point to differentiate airlines will no longer cut it in the search for passenger growth and profitability. It’s time to focus on offering customers a great experience.
As location is the most accurate indicator of human intent, businesses are recognising that with location technology insights, they can get a picture of their customers” real world behaviour both now and in future, not just their online behaviour.
Here are seven guiding principles that I have relied on through my 20 years of working with organisations. Their purpose is to stimulate your thinking about the critical challenges and opportunities in improving and growing your business.
In any job sector, there is always a debate of whether technology will overtake human jobs, and the contact centre is no different. These arguments are always made in black and white and assume the workforce will be entirely human or entirely robot.
Whether you’re a software company, retailer or in financial services, substandard delivery won’t cut it anymore. But to stay top of your game, you?ll need to recruit top talent an endeavour often coming down to culture vs skills.
At a point in time where data protection legislation is about to get stricter, only 43 per cent of businesses store customer data in a dedicated CRM and it will risk customer experience.