Companies go to great lengths to attract new customers and retain loyal ones. However, there’s a hidden treasure trove of potential advocates that often goes overlooked: passive, neutral or satisfied customers. — The passive customer conundrum Passive customers, often overlooked, can represent a significant portion of any company’s client base. They are content but not overly enthusiastic about your products or services. They may not actively promote your brand, but they are not dissatisfied either.

Our new feature makes it easy for your customers to leave their positive feedback on your social channels — In the ever-evolving landscape of digital marketing, businesses must harness the power of social reviews on platforms like Google and Facebook to thrive in the digital age. …

A path to boosting workforce productivity — The world of work is transforming, with organizations grappling with the challenges of an evolving business landscape. Amidst these changes, employee experience stands out as a critical driver of success. Gallup’s State of the Global Workplace 2023 Report reveals a concerning reality for Kenyan businesses: 83% of respondents are disengaged…

As businesses navigate challenging times, it’s crucial to recognize the immense value of investing in customer experience. — Hard times are ahead. As businesses navigate these challenging times, it’s crucial to recognize the immense value of investing in customer experience. Many companies tend to cut back on investments in customer experience, thinking it won’t make much of a difference. However, this couldn’t be further from the truth. …

Practical frameworks for transforming frustration into delight — Things go wrong — it’s inevitable. Imagine this scenario: Sarah, a loyal customer of a popular online retailer, had a frustrating experience when her long-awaited package arrived damaged and incomplete. Frustrated and angry, she contacted the customer service department, hoping for a swift resolution. Instead, she faced indifference and unhelpful replies. As a result, her frustration…

Fanie Snyman from eNspiration shares his thoughts on how organizations can harness enterprise agility with experience management to drive business success. — Companies must quickly adapt to today’s fast-paced and ever-changing business landscape. Not only to survive but to thrive. The pandemic was a wake-up call for many organizations, forcing them to re-examine their strategies and operating models.

Culture is recognised as a significant barrier to delivering a consistent customer experience. Various companies we have worked with describe their frustrations with different departments working in silos and customer experience being a front-line problem only. Every company has silos, whether organisational, hierarchical or channel. However, the reality is…

Being nice and friendly can make all the difference — At the heart of it, customer experience boils down to creating an emotional connection with your customers. By being nice, friendly, and genuinely caring about your customers, you can improve their experiences and build a loyal customer base. The importance of connection Creating a connection with your customers is crucial. Customers are more…

Want to be a CX champion? It’s not just about asking for feedback. It’s about caring deeply, acting swiftly, and making CX a fundamental principle in your organization. — Sunny Bindra recently wrote about the need for brands to understand why they collect feedback in the first place. Because our competitors do it, and it makes us look bad if we don’t. Because it gives us an audit trail with which to whip or reward our employees. Because it…