The year 2022 has been an interesting one in terms of developments in the Customer Experience space. While the COVID crisis has slowly faded into the background, other challenges have arisen such as the inflation rates and a recent dip in buyer trust. But it’s nothing the market can’t handle…

Want to drive better engagement, less churn, and more growth in-app? Then you’ll want to consider a strategy that fuels mobile app adoption. After all, only when the user sees actual value in your app will it become an essential part of their routine. The challenge, however, with mobile app…

Does your organisation struggle with bringing in enough feedback data? Not sure why your survey response rates are so low? It can be a frustrating situation, especially when you are putting in your all to try and understand and help your customers achieve their online goals. But you’re not alone…

We live in a customer-centric world. Advances in consumer technology have been raising customer expectations about what constitutes a ‘good’ online experience for quite a few years now. They’re demanding consistency, interaction, and convenience. As a result, user feedback has become a fundamental criteria for growing a business and maintaining…

It’s safe to say that marketers today have a totally different job than the marketers of ten or, even, five years ago. Like many other disciplines these days, marketing is constantly changing and evolving, and, due to new technologies, the jobs of marketers are finally getting easier to manage. Now…

Black Friday and Cyber Monday, which were once exclusively American traditions, have become well-established events for shoppers worldwide. Originally coined in the early 1960s, ‘Black Friday’ described the chaos that resulted when large crowds of tourists came into the city to begin their holiday shopping. Today, things aren’t that different…

No doubt, the last year and a half has been challenging for everyone. For brands, the crisis has brought about fundamental changes to how customers behave, resulting in what can only be described as a tectonic shift in their behaviour. Now, as we enter the last quarter of 2021, the…

The infamous marketing metric, the NPS, or net promoter score, is about to celebrate its 20th anniversary. In 2003, Reichheld, Bain & Company and Satmetrix Systems wrote about the metric in the Harvard Business Review. The article dictated that NPS score shows how satisfied and loyal customers are by asking…

It’s safe to say that marketers want to know what customers think, meaning they want to gather as much data as possible for their marketing strategy. By asking for feedback, you gain insight into what your customers expect from you. Forrester predicted that companies are spending 20% more time and…