Perceptive blog | Customer Experience (3)
Perceptive Team - 04 January 2021
Customer churn happens to every business. However, the frequency, extent and, most crucially, what is done about it varies from company to company—and is where successful businesses set themselves apart. As it turns out, winning back your churned...
Perceptive Team - 26 August 2020
Reliance on the cloud was never more prevalent in the opening weeks of April 2020. As Covid-19 took the world unprepared, forcing businesses to close their doors and rapidly adapt their models to the online world. Since then, shopper behaviours have...
Perceptive Team - 08 July 2020
While coronavirus is not the first crisis to hit New Zealand, it has arguably had the biggest, most far-reaching impact on the everyday lives of Kiwis this side of the millennium. The GFC and the Christchurch earthquakes have taught us that brands...
Perceptive Team - 22 April 2020
Customer trust is a major issue for financial services, particularly in the banking industry. So much so, that it is essential for financial services to develop strong relationships with their clients to turn one-time customers into lifetime...
Perceptive Team - 13 February 2020
As an aspiring CX leader or champion, it's essential to understand the four elements that leading customer experience businesses excel in: self-evaluation, knowing their customers, customer journey understanding, and critical touchpoint...
Perceptive Team - 06 November 2019
“The idea that the customer experience can be managed is a joke”. This hard-hitting line comes from Matt Watkinson, CEO at Methodical and author of The Ten Principles Behind Great Customer Experiences. You might wonder why a man in his position...
Perceptive Team - 15 August 2019
Good survey questions can mean the difference between getting the desired results you need from your survey or not. It can be tricky to know what to ask and how to phrase your questions. Remembering these five dos and don'ts will make the process...
Perceptive Team - 13 August 2019
It's no secret that improving your customer experience is key to business growth. Enhancing the experience your customers have with your business means customers are more likely to return and recommend you to others, which in turn boosts your sales...
Perceptive Team - 11 July 2019
Advances in social channels, media and marketing, along digital innovations in how we analyse data, are creating intelligent automation techniques and systems that will be total game changers when it comes to creating value for customers. In this...
Perceptive Team - 21 May 2019
No one likes a negative score, but it’s not something we recommend anyone actively avoid—or exclude—even if a score is a result of human error. Retaining all your survey responses is best practice and better for your business all round, because, in...
