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Learning hub for Voice of Customer and CX management

The Myth of the Customer-First Strategy: How to Build One, and Why It Matters

Today’s business landscape is fraught with companies that proclaim to be customer-centric. But do these businesses actually put the customer first? A lot of them don’t. A Gallup poll found that, of surveyed businesses, only 29% have a true customer-centric culture. That means 71% of businesses a...

How to Build Customer Loyalty in a Cost of Living Crisis

It’s no secret; the cost of living is soaring everywhere. As a result, customers are more conscious about their spending than ever before. Even if they love your brand and product, they may be less inclined to spend money on it unless they feel an emotional connection with the company. As a busine...

5 Common Mistakes That Hinder the Customer Experience

For most businesses, the customer experience is a key driver of success. After all, companies that excel at serving their customers are more likely to keep them coming back again and again. At the same time, those who fail to meet their customers’ needs are more inclined to see those same people t...

How to Respond to Complaints About Your Prices

In most businesses, a certain percentage of customers will complain about your prices at some point. These complaints might be fair- or unfair, justified or petty, valid or irrational; but either way, you need to have a strategy for dealing with them. In the case of services, price becomes more impo...

How to stop your customers' unwanted behavior

It is not uncommon for customers to not make the best use of your company's products or services. On the contrary, it can happen often. And that can lead to a bad customer experience and reviews. But their behavior can't just simply be changed overnight. What is there to do? This problem troubles e...

Complaining customers and how to deal with them

Price complaints are on the rise as the cost-of-living crisis worsens. But dropping prices isn't always possible, so how can organizations respond in a way that could actually improve the customer experience? Here are some quick tips: Make sure your prices are accurate. If your prices are i...

Is hyper-personalization the future of customer experience?

Customer experience has become a hot topic in recent years as marketers seek to retain and grow their customer bases. In order to do so, brands must both increase customer loyalty and also improve brand loyalty; both of which are best achieved through a personalized customer journey. But how exactly...

There is an all-time high in Customer Service complaints, but surprisingly, Customer satisfaction is at the highest level ever. Why is that?

It has been revealed in a report that UK customer service complaints have hit their highest levels since they were started to get measured. This rise in complaints has cost British business an estimated 9 billion GPB a month. UK Customer Satisfaction Index has revealed that the number of custom...

Experience Management

Experience Management (XM) is used by companies to uncover new experiences such as customer and employee needs by market research techniques, and using this knowledge to fullfil those needs and enhance the experiences in a dynamic manner. Experience management helps companies gain knowledge, underst...

How to Keep Repeat Customers Happy

Attracting new customers is how your business grows and expands, but that is mostly the case during „normal“ times. In some more uncertain times, like during a recession and the rise of inflation, gaining new customers can be heavily decreased. That is when you have to turn to your already estab...

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