Customer submitting online review 5 star rating
Business Advice

Listening AND acting: How putting customer feedback to work can make a real difference in your business

- July 25, 2022 3 MIN READ

Australian businesses that want to up their game should focus less on net promoter scores and more on extracting actionable insights from the customer data in their keeping, writes Jason VandeBoom, founder and CEO at ActiveCampaign. Do you like to think that your company puts customers at the heart of everything it does? In today’s… Read more »

angry customer phone call
Business Advice

Top customer peeves when contacting Aussie businesses and what you can do to fix them

- October 1, 2021 3 MIN READ

With shops shuttered, call centre staff working remotely and employees furloughed, businesses have had to rethink how to create a positive customer experience and what this looks like in the COVID-19 era, and beyond, writes Philipp Heltewig, CEO and Co-founder at Cognigy. Research from McKinsey shows that during times of crisis, a customer’s interaction with… 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 »

Features

Six traits of a truly customer-focused business

- April 26, 2018 4 MIN READ

Most people would be familiar with the phrase “the customer is always right”. While anyone who runs a customer-facing business will appreciate this isn’t always true, nonetheless, it carries a deeper meaning to which all business owners should pay heed: ignore the customer at your peril. When it comes to meeting the needs of customers,… Read more »

Resources

Doing bounce rates the right way

- January 25, 2017 3 MIN READ

A bounce rate is defined by Google Analytics as people who visit one page on your website and leave your website on the same page, without visiting another page on your website. This is not always a bad thing. If customers are getting all the necessary information they need from the page they visit, they may not… Read more »