Posted on 20th September 2016 by

Create Great Customer Experiences with These Three Principles

Over recent years, companies have shifted their approach to compete predominantly on customer experience. CX programmes have a proven track record of increasing customer satisfaction, loyalty and revenues. However, in order to deliver an exceptional customer experience, businesses need to first understand what are the principles behind successful CX programmes. Matt Watkinson’s book – The Ten Principles Behind Great Customer Experiences, provides some of the most important stepping stones that will guide organisations to their path of continued growth.

Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps. His book has been described by Forrester Research as a fundamental must read for CX professionals with well reasoned conceptual theory and pragmatic examples that include rich case studies.

That being said, let’s explore some of Matt Watkinson’s most important principles behind great customer experiences.

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Posted on 25th July 2016 by

3 Brands Doing Things Differently for Customers

The face of retail is changing. The retail agenda is now driven by a new breed of customers, including the millennial generation, 80 million customers who have been raised online and have a low tolerance for poor customer experiences. Customers can research and compare products and prices, read reviews before deciding to purchase and share their shopping experiences – good and bad – with their friends, family and followers through social media. As a result their expectations are for retailers to offer exceptional omnichannel experiences and the bar is set high. Therefore, retailers need to reconsider their customer experience model and serve new expectations and needs of customers differently.

Opinurate has researched through a selection of some of the most engaging and creative ways in which retailers now offer a more personalised, customer-centric and seamless customer experience. We are happy to share with you these three brands that do things differently in order to better serve the needs of their customers.

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Posted on 30th June 2016 by

How to Solve the Disconnect between Customer Experience Talk and Action

Successful customer experience (CX) programs require strong executive commitment. While industry research from Forrester, Gartner and Harvard Business Review shows business leaders understand the value of CX and have allocated budget to compete on the basis of superior customer experiences, there is a disconnection between executive buy-in and action. Most are struggling to develop clear and consistent customer experience strategies, support, processes, and metrics across their organizations. Leading-edge companies, however, are making the changes necessary for effective customer experience management throughout the enterprise and gaining a clear competitive advantage as a result of their efforts.

Opinurate has researched through a selection of the leading employee experience reports to bring you some best practice tips on how to solve the disconnect between CX talk and action.
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Posted on 27th May 2016 by

What is Customer Journey Mapping and Why You Need to Pay Attention?

With customer experience becoming the next competitive battleground, more businesses are starting to rethink how they can approach their customer centric transformation. If a company can understand what are consumers’ motivations and action preferences across major and minor touch points, it can effectively create activities around customers needs instead of arbitrary guessing. Creating a customer journey map is an important first step when it comes to customer experience transformation. 

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Posted on 16th May 2016 by

Why Data is Not Knowing Your Customers.

Businesses today are in what Forrester calls “The Age of the Customer”, where customers, not companies, are driving the business strategy and decisions. For this reason, it is more important than ever that companies get to know their customers better in order to meet and exceed their expectations. As a result, businesses, both small and large, will have an edge over the competition and sustain their growth. With Gartner confirming that customer experience is the new battlefield for businesses, a lot of companies have allocated budget for CEM technology that will help them understand customers better. However, what leaders must be aware of is that obtaining staggering amounts of data is not the same as knowing what customers want. In order to truly deliver a superior customer experience, businesses need to analyse their data and look for trends, patterns and preferences that will help them truly understand customers’ expectations. Here at Opinurate, we believe there are three crucial steps businesses should take to gain insights from customer interaction, improve customer loyalty, and ultimately gain a competitive advantage.

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Couple having lunch at rustic gourmet restaurant
Posted on 4th May 2016 by

Why Successful Customer Experience Starts with the Employee Experience.

Over recent years, companies have shifted their approach to compete predominantly on customer experience. With the rise of  businesses implementing customer experience programmes, the greater awareness dawns that customer facing experiences are only half of what it takes for a successful CX programme. In order to truly deliver a superior customer experience, companies must offer a great employee experience. With 30% of all failed customer experience programmes being linked to a lack of employee engagement, it is clear there is a critical need to focus on engaging the workforce for a successful CX programme. Opinurate has researched through a selection of the leading employee experience reports to bring you some best practice tips and examples of how to engage your workforce with your customer experience programme.

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Posted on 22nd April 2016 by

4 Shortfalls of NPS

The Net Promoter Score (NPS) System disrupted the customer feedback world when it came out ten years ago. Since then, thousands of companies have implemented NPS, including industry leaders like Amazon, John Lewis and Zappos. But is it really the best question and metric for companies to measure customer experience?

NPS measures only one aspect of the overall customer experience – loyalty. This is based on assumptions that customer loyalty can be measured by asking customers about their “likelihood to recommend”. Here at Opinurate, we believe this is a questionable assumption to make and advise not to use the Net Promote Score system as a standalone measure. Instead, we believe that, while NPS has its place as a recommendation score, it should be reported together with experience and satisfaction measures, to provide a truer and more actionable metric for companies.

In our opinion there are four main shortfalls of the Net Promoter Score System.

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