Last week I wrote a blog post about “The blueprint for building a customer-centric organization”. This got so much internal and external feedback, that I thought I’d explain it a bit more. The claim in the post that raised eyebrows was the following: Achieving the “Customer-centric” level is not and should not be the ultimate…
I was reminded of the importance of the customer experience while watching this video of Steve Jobs at Apple’s Worldwide Developers Conference in 1997. In the video, Jobs appears to be responding to an attack but is actually doing something much more interesting. He thinks carefully and makes a critical philosophical point about his –…
In an era where consumer expectations are at an all-time high, the question isn’t whether delivering exceptional customer experiences (CX) is essential. It’s how your organization can master this to stand out in today’s competitive landscape. But what does the path to genuine customer-centricity look like? And is reaching the ultimate level of customer focus…
Have you ever felt overwhelmed by the sheer volume of data in Zendesk, unsure of what to make of it? You’re not alone. In most software platforms, data is analyzed through various views, such as brand, contact reason, channel, team, or agent, especially in the case of Zendesk. While these views provide insights, they often…
I joined Surveypal as a Sales Manager in October 2022, and it has proven to be a highly rewarding experience. Right from the start, I was impressed by the company’s straightforward approach to recruitment, which resonated with my own values. I particularly appreciated the transparency and openness surrounding the role, making me feel confident in…
Customer service can often seem like a ‘black box’—a complex, intricate part of your business that demands a deep dive to understand. It’s not only a crucial touchpoint with your customers, but also a gold mine of untapped data. In this blog post, we will simplify these complexities and highlight how you can transform customer…
As digital technologies transform the world we live in, personal interactions with customers are becoming increasingly rare. This makes it all the more critical to capture and understand every customer voice. But when faced with a mountain of unstructured data, how can companies ensure they’re not missing out on valuable insights that could drive business…
Customer support is integral to business success. Customers expect elevated experiences when interacting with a brand, so they readily do business and even recommend brands that meet their expectations. Text analysis is one technique helping brands meet customers’ expectations in today’s business environment. It allows you to listen to everyone wherever they are, giving you…
Poor customer service has a devastating impact on your company’s bottom line. The cost of bad customer service is significantly more than just lost sales or angry customers. It affects your company’s reputation, employee morale, and even threatens its long-term viability. 68% of consumers say they’ll pay for products and services from a company that…
Until recently, customer service was a less pronounced aspect of business, and not much thought was put into making it a value-add. The thinking behind this was that customer support was only useful for receiving complaints from begrudged clients. Accordingly, CFOs considered it a cost function — hire customer service reps and fund their operations,…
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