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    How important is communicating in multiple languages?

    In terms of customer communications, or the customer experience in general, customers nowadays have many expectations that businesses they engage with have to meet. In the past we have talked about delivering the right message at the right time via the right channel but a factor that many businesses often overlook, perhaps because it seems so self-evident, is the language in which they choose to communicate. The impact of language on the customer experience is often underestimated, it’s essential to create the right message.

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    Use Xribe, Sparkcentral and Whatsapp to serve your customers better

    What if you could combine the power of actionable personalised communications with digital customer service capabilities over a variety of channels like Twitter, Facebook Messenger, WhatsApp and other modern messaging apps? Whether a company opts for an automated chatbot service or the personalised approach of live agents (or a combination of both), you usually will want to streamline your outgoing customer communications with your customer service support. You could very easily include links to your digital customer service in outgoing communications, so that if customers have questions, they can easily access an agent or get answers from an automated chatbot, if the answer is straightforward.

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    What is the difference between cross-channel & multichannel communications?

    In this digital decade new channels see the light of day all the time. Although this opens a world of possibilities for modern businesses in terms of customer engagement, all that actually customers want is to be contacted via their channel of choice. That’s why, as a business, you should have as many communication channels in your arsenal as possible. But how do you juggle all these channels? Let’s start by pointing out the difference between cross-channel and multichannel communications.

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    What is Operational Efficiency?

    If your products are truly the best on the market and they have been all the rage for years, you can rest assured that everyone will patiently await your next release. Why should they spend money on let’s say a decent smartphone now, when they can buy yours in a couple months time to show to friends and family? Unfortunately for most businesses this scenario reads like a fairytale. It takes time, vision and the best assets in every department to get to this level that only few world famous companies have managed to achieve.

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    Why you should map your customers' journey

    As we saw in last week’s blog the customer experience is a determining factor of how customers rate your business and is essential to grow your business. The better the customer experience, the more loyal they will be to your brand and the more they will promote it.

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    Why does Customer Experience matter?

    In modern day business the customer holds all the cards. He knows he is in control and it’s up to the businesses he engages with to please him at every turn. When they fail to do so the customer is left in the cold, astounded, disappointed and determined to make his dissatisfaction heard. Either he will take it up with management directly, or he will tell all his friends and family about how he didn’t get bang for his bucks and his customer experience was not as expected.

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    Who is leading digital transformation?

    Digital transformation is inevitable. Although the process is hard work for most companies worldwide, in the end it will redefine how organizations do business and engage with customers, providing a customer journey with more user-friendliness, efficiency and loss of friction.

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    6 Steps to choose the right communication tool

    They say in sports self-belief and strength of character are what separate the good from the best. You could argue that this applies to the world of business as well. Businesses worldwide approach the market claiming and believing that they know best, convinced that their own capabilities will eventually lead to success. This is the Inside-Out approach: systems, tools, processes, and products are designed with the company and its needs in mind and decisions are made based on what's best for the company and not the customer.

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    Analog, Digital and Interactive: The three media of communication

    Digital transformation is tough but it’s worth it. As digital slowly becomes more ingrained in our ways of working and engaging with each other, new opportunities driven by progress show themselves nearly daily. On the long road to digital transformation, the first step to take is customer onboarding, causing this digital transformation to go hand in hand with improving your customer communications. 

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    The road to digital transformation: we are only halfway there

    Although the concept of digital is about more user-friendliness, efficiency and loss of friction, digital transformation, ironically, proves to be hard work. Despite the pace of digital disruption, a lot of businesses are only taking digital baby steps. This is the conclusion of the ‘Digital Transformation Index II’ report, listing the results of an inquiry by technology companies Dell Technologies and Intel in collaboration with market research partner Vanson Bourne among 4.600 business leaders from medium and large enterprises in 42 countries.

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