According to Statista in 2014, 43 billion packages were distributed worldwide. In 2019, this had more than doubled to 103 billion parcels. You can thus imagine in 2020/2021 that these figures have rapidly increased.
With this new appetite for on-demand consumption it’s important to begin to adapt to this increasing demand whilst maintaining a level of sustainable practices that benefit both your customer’s perception and your bottom line. The increasing demand on distribution has led to new innovative methods of reaching your customer.
Technology, while driving up the rate of production, will also lead to leaps in innovation. Packaging can…
All companies have more or less loyal customers and they also face the churn of some of them.
This is not an end in itself because not all customers can be loyal except in a perfect world.
Do what you do so well that they will want to see it again and bring their friends.
Until proven otherwise, the goal of any business is obviously to reduce customer churn as much as possible, and that goes without saying, to retain as many new customers as possible.
It is therefore essential to put in place precise measures to reduce…
ISO is the International Organization for Standardization. ISO 9001 is an international standard for Quality Management Systems (QMS) updated in 2015.
The QMS is a set of processes, procedures, records, and policy rules that define a number of international rules to provide your company with a guideline on how you sell your products or services to your customers.
Of course, this standard will depend very much on the services or products you offer to your customers and on the needs of your company, but in its entirety, it provides all the necessary elements to ensure that your Quality Management System…
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.
Jeff Bezos, Amazon
In today’s world, customers are increasingly demanding new features, products, and services. That’s why most businesses are interested in what their customers think, how they want the product/service to evolve, what they need to be fully satisfied by what your offer.
Many of these questions make businesses want to listen, analyze and understand the Voice of the Customer in order to improve their satisfaction…
Experts and analysts have been talking about the “customer era” for several years now, but companies have needed time to grasp this concept.
Of course, we would like to provide a seamless experience for our customers, but there is a challenge behind the scenes: a set of different processes and systems — that don’t communicate with each other or share information — creates a frustrating situation for customers.
In this context, how can we rethink our processes to meet their needs and deliver the dematerialized, personalized and secure experience they expect?
The basis of a good customer experience, whether for…
CX has been the main focus of companies in most industries for the last couple of years now. Covid-19 and the pandemic that the world is facing today have only enhanced the importance of CX, as companies have found themselves forced to implement digital transformations inside their organizations.
The financial service industry has also felt the impact of today’s digital experience economy. Taking into account all these factors, the challenges that the financial service industry when it comes to CX are also increasing. Customers today seem to hold all the cards and earning their loyalty is key.
According to The…
The concept of employee experience has been emerging in the last couple of years. The employee experience involves all the time spent by an employee within the company. The experience offered by the company must as qualitative as the one offered to the organization’s customers.
All stages of the employee’s career path must be taken into account: job interviews, onboarding, integration, daily management, career development, and management, up to the employee’s departure.
A successful employee experience is beneficial for both the employee and the employer. The employee experience offered by a company is the embodiment of its values, culture, and…
B2B2C companies are often confronted with many challenges when it comes to delivering a great experience to their end-customers. In fact, the B2B2C environment is complex, which can result in a lack of alignment with partners or a limited understanding of customers.
Consequently, it can be harder for B2B2C companies than B2B or B2C, to create the experience that their end-customers expect.
Many companies that don’t sell directly to their end-customers still strive to build loyalty through excellent customer experience. However, because these companies do not control all of the customer interactions, they must work with and through channel partners.
When it comes to user feedback, there is a lot to be said about quantitative data (e.g., Net Promoter Score ( NPS) and Customer Satisfaction (CSAT)) but little is known about the qualitative side (e.g., open-ended questions) or “unstructured data”.
While measures such as NPS can easily be measured and displayed in graphs and charts; qualitative data is not as simple if you don’t have the right means to analyze it.
Text analysis is the process of deriving meaning from text and written communications (or unstructured data) to measure such things as customer opinions, user and customer feedback, product reviews…
The difference between Voc and CX and the intersection between both terms can sometimes be confusing considering that collecting quality data from the right person at the right time on the right channel ( VoC) is a big part of how companies design or react to customer interactions to increase customer satisfaction, loyalty and advocacy ( CX).
Let’s got into further details to get a deeper understanding of the differences between Voc and CX and how…
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