Features

Do consumers long for the traditional?

- December 4, 2019 3 MIN READ

It is the age of digital transformation. Organisations are transforming their business approaches to adapt to uncertainty and constant change; digital capabilities have become the fundamental driver of every business’s success. Yet businesses need to remember their humanity or risk losing customers, writes Connie Chan Global CEO Collins Debden. Be it a small business or… Read more »

News

Understanding the ‘ideal customer’ still a problem for businesses

- November 28, 2019 < 1 MIN READ

A survey has found businesses are still struggling to understand who their ideal customer is despite access to unprecedented amounts of data on customer behaviour. According to the Getting Customer Data Management Right study commissioned by Oracle, businesses and brands are failing to recognise the importance of customer profiles and are challenged when it comes… Read more »

Features

5 ways to connect better with your people and customers

- August 19, 2019 3 MIN READ

Feeling connected is the ultimate human condition. In his book Social: Why Our Brains Are Wired to Connect, Matthew Lieberman explains, ‘Our need to connect is as fundamental as our need for food and water’. ‘Connection’ is best described by prolific author and researcher Brené Brown who says it’s ‘the energy that is created between… Read more »

Features

Incentivising your employees to improve customer experience is a bad idea!

- August 7, 2019 2 MIN READ

From meeting sales quotas to achieving high levels of customer satisfaction, incentivising employees is commonplace for businesses aiming to increase performance within their workforce. However, incentives have a direct impact upon shaping cultures, customers, employees, and the business as a whole. More often than not, they produce both bad behaviors and bad experiences that damage… Read more »

Features

How businesses can use CX to create brand loyalty

- July 23, 2019 3 MIN READ

There is ambiguity surrounding what Customer Experience (CX) really means. Essentially, CX is a tool, used to build a client base, beginning with the first impression a customer has and growing to define their end-to-end experience with a business or corporation. Because CX is an umbrella for so much, including advertisements, website usability, and product… Read more »

News

Don’t miss the Online Retailer Conference and Expo

- July 16, 2019 2 MIN READ

The Online Retailer Expo will take over the ICC next week to deliver the latest in e-Commerce innovation, insights and trends. Now in its eleven year, the 2019 Online Retailer Conference & Expo will explore the theme ‘the future of retail is here’ and attendees will have the opportunity to focus on the practical components of… Read more »