Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
E-commerce Customer Experience 101: the fundamentals you need to know
In today's highly digitised world, with many e-commerce businesses vying for consumers' attention, creating a positive Customer Experience (CX) can be an important differentiator and a winning formula for success in the crowded e-retail landscape. In many cases, more than great products and competitive prices are needed to retain consumers and build trust in the longer term. Therefore, companies operating online, still focusing on a transactional model, must focus [...]
How Customer Experience Management (CXM) increases loyalty and retention
Customer Experience Management (CXM) is a systematic, methodical, and strategic approach to managing the processes encompassing all consumer touchpoints with a company or brand. Its strength lies in providing a comprehensive framework for organisations to plan, execute, and measure the effectiveness of their Customer Experience (CX) initiatives, ensuring a seamless and positive experience at each stage of the client pathway while eliminating the weak points regularly. As a result, CXM [...]
The importance of data protection in providing exceptional customer experience
By demonstrating a commitment to keeping customer personal information safe and secure, companies can foster a culture of trust and transparency that sets them apart from the competition. It is a way to build a solid foundation for fruitful collaboration with consumers and mitigate the risks of data breaches and cyber threats which may appear at any time. Therefore, personal data security should be a top priority for organisations aiming [...]
What Are Customer Experience Principles? 5 Examples and Strategy
A strategically crafted and flawlessly executed Customer Experience (CX) can strengthen the connection between your company and consumers, foster buyers’ loyalty, and prolong their relationship with your organisation. While being satisfied and treated specially at every touchpoint, the individuals are more likely to return, recommend your brands to others, and become their committed advocates. This leads to an expansion of your customer base and increased revenue if you consistently deliver [...]
Understanding the difference between trust and safety and content moderation
Trust & Safety and Content Moderation are the initiatives that preserve the security and well-being of internet users, online communities, digital platforms, and the emerging metaverse. Even though they are related in some points, they are two separate concepts serving different purposes and requiring unique approaches and solutions. Regarding Trust & Safety, its objective is to take proactive steps to protect online users from harm and ensure a safe [...]
Customer Service vs Customer Experience: What Is the Difference?
Customer service and customer experience are two important concepts for companies committed to building solid relationships with their consumers and keeping them satisfied and coming back. These may refer to industries like, for instance, retail, gaming, travel and hospitality, healthcare, finance, or technology. What is crucial here is understanding that although both customer service and customer experience share common goals and play a crucial role in creating happy and [...]
Hyper-personalisation-the Key to providing hyper-excellent customer experience
Using hyper-personalisation in the company’s Customer Experience strategy can be a game-changer for building trust and loyalty with consumers and turning them into valued advocates for products and services. By implementing this approach, businesses can improve buyer satisfaction, drive retention, increase revenue growth, and enhance brand equity. With today’s customers expecting personalised interactions that cater to their individual needs and preferences, failing to provide customised care and attention, including [...]
Right-shoring vs. Offshoring, and thinking about cost
A guide to outsourcing models by location: which one is your perfect fit? Companies usually start an adventure with outsourcing when seeking additional efficiencies, planning to increase competitiveness, or growing business abroad without taking significant investments in their human resources or costly infrastructure. With outsourcing, organizations can focus on the development of their core activities instead of fighting with the day-to-day running of their business operations. However, to do [...]
The elements that create a remarkable customer experience
A remarkable customer experience is the cornerstone of successful brands. It is all about utilizing a third-party service provider to manage communication and interactions between the company and customers. Investing in it is a great way to optimize the operation of the entire enterprise and save precious time that can be devoted to refining your marketing strategy or developing other aspects. Also, finding a reliable customer experience is a silver [...]
The influence of company culture on customer experience
A company's culture is a set of universally held fundamental values and behavior standards that serve to define a business both internally for its workforce and outwardly as part of its public image. A company is more likely to draw top talent that prioritizes shared values if its culture is more clearly defined. What is employee engagement? Employees who have a sense of belonging to their company put in [...]