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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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Personalised vs. Individualised communications: Going the extra mile

Every year since his wife gave birth to his son, our CTO David has been receiving emails from his health insurance fund informing him about breastfeeding and pregnancy ailments. Something’s off here. First of all, the department that sends out these emails should know that he’s a man. Secondly, he has been receiving this kind of emails for the past four years. His son is 3,5 now. They should know this as well.

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Print vs. digital communications: How to choose the right channel?

You know what you are all about. You have got the expertise, the know-how. You have confidence in your products or are certain of the fact that your services outweigh those of the competition. But how do you get this message across? Via what channel to reach out to your target audience in order to sway them to rely on your services or buy your products and yours alone?

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How to improve operational efficiency in multilingual and multibrand environments?

In business, speed is everything. You want to be the first to launch that groundbreaking product or service, you want to be the first to identify and capitalize on future trends. But you also want to bind your customers to your brand before your peers do. Delivering relevant, individualized and consistent customer communications is crucial and you need operational efficiency to do so. Yet this is something that a lot of companies lack.

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Digital transformation and the hurdles of digital adoption: a recap

What is digital adoption? In fact digital adoption is about more than buying a few iPads or investing in new software to be used within the company. In fact it’s not about IT. Indeed, IT is necessary to implement certain tools, but more than this, digital adoption is about knowing how your organization needs to function as a whole, your company culture and goals and using a digital framework of multiple tools to achieve these goals.

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Why communication is critical in Customer Experience

Keeping your customers around requires numerous skills. Like a great dad and his kids, we don’t like playing favorites. However, there is one important skill that stands out when your company is trying to create a great experience for your customers. That skill is communication.

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5 ways to become more customer centric

Over the past few weeks we’ve delved deeper into the different aspects you need to focus on to build better communications that truly revolve around the needs and expectations of your customers. In other words: As an organisation, how do you build customer centricity?

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3 ways to get the most out of your customer communications

Facebook, LinkedIn, newsletters, apps, websites … Businesswise these channels are all different means to the same end: engaging with your target audience in order to turn interested prospects into long term happy customers. But as companies try their hardest to squeeze every channel for every ounce of potential, customers themselves see this differently. In fact, they don’t think in channels at all. Customer expectations are all about getting the right communication at the right moment. And the ability to act upon it. Immediately.

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