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    What is customer retention?

    When you look at modern advertising you’ll notice that a lot of today’s billboards, tv ads and print commercials are focused on persuading and courting new customers. That’s because in the eyes of most companies, extra customers quickly translate into extra revenue. While gaining customers indeed boosts revenue, not losing any is proven to do so faster and at a much lower cost. When someone is not familiar with what you have to offer, it will take a lot of persuading to get him to buy your products. But when somebody already knows you and has taken a liking to your products, it will not cost you a huge effort to get him or her to come back for more.

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    How to reduce the workload of your IT team?

    “Hi Jerry, sorry to barge in here so unannounced. Could you do me a favor and adjust the logo on this invoice for me? Just a bit bigger, thanks, I’ll be back in five!” Two minutes later: “Jerry my man, what’s keeping my logo? Ah, that’s it! Or wait no, on second thought, leave it the same size, just put it a bit more to the right, will you? Be back in a sec! “One hour later: “Jerry! The logo is fine but management wants me to add in our new phone number as well. You got it? Cheers!” Another five minutes pass. “Jayjay, bad news! Forget what I asked, just change it back to the original, we need that communication asap! Keep me posted!”

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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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    A look back on a decade of customer experience management

    Today, doing business is all about pleasing the customer. Of course there is the quality of your services and products you wish to uphold and improve, but in the end, it all trickles down to keeping your customers satisfied. As a result there isn’t a modern company that doesn’t value the importance of customer service and invests time and effort in quality

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    Should you put your customer in control of your communications?

    Although we live in a technological era, modern communications are not about the digital possibilities. Instead, they are all about the customer. Now more than ever he understands that he is in control. He knows that businesses will all but get on their knees for him to rely on their services, buy their products. And keep coming back for more.

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    Customer convenience and the importance of individualization: a recap

    Over the past few weeks we talked about UX convenience in customer communications. What is user experience convenience, why is it crucial for your business and more importantly, how do you achieve it? This brought us to the aspect of individualization and its key role in every touchpoint. Let’s take a look back.

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    How to achieve customer convenience in customer communications?

    Two weeks ago we discussed user experience convenience and why every business should invest time and money into optimizing their customer journey to maximize convenience. An important note to be made in defining UX convenience is the fact that convenience is a parameter that is perceived differently depending on the person and specific timing.

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    Scriptura Engage 18.10: New Fall release available!

    New season, new release! We are very pleased to announce the release of Scriptura Engage v18.10. This release, we mainly focused on some changes of LiveDocs and creating actionable communications by using the Web Designer. These two updates fit in our strategy to empower business users even more and to get the best out of every customer touchpoint.

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    Boosting operational efficiency and the power of customer experience management: a recap

    Over the past few weeks we covered the importance of quality customer experience management (CEM) and operational efficiency in order to boost your organization and successfully compete with peers in terms of customer experience.

    In this week’s blog we’ll come back on how Inventive Designers with Scriptura Engage, Template Factory and Managed Services has all the necessary ingredients of a modern customer communication platform to increase operational efficiency and boost business empowerment.

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    How to boost operational efficiency with Managed Services?

    Just like a well-functioning team is made up of quality players who know what to do on the pitch, a company’s success is determined by the efficiency and strengths of its different departments, each completing different tasks with different skills, but all striving towards the same goal: company growth through best practices and continuously improving products and services.

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