Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
How to Measure Customer Experience? 10 Metrics
As a company owner, you probably know that a satisfied customer is willing to buy more and return to your store or institution in the future. This translates into increased profits, better brand recognition, and greater loyalty. How do you measure customer experience? Have a look at the list of 10 metrics that will help you take your business to the next level! Why is customer experience so important? [...]
What Makes a Great Customer Experience? How to Improve It?
What Makes a Great Customer Experience? Wondering what makes a great customer experience? Are you a business owner trying to develop a strategy that will boost customer satisfaction and encourage people to shop at your store? Keep reading our entry to help your company enter a new level. What is customer experience? Although many people think that “customer experience” is a synonym for “customer service”, it’s far from the [...]
Why is Customer Experience Important for a Business? 5 Reasons
Why is Customer Experience Important for a Business? If you’ve ever come across the term customer experience, you probably know that most companies put great emphasis on this business element. But why is it so important, and how can it boost your company's profits? Customer experience - what is it? Customer experience denotes all elements and activities that affect the overall impression the customer has when purchasing your goods. [...]
A guide to rapid-scale hiring – Whitepaper
Last week, we put together a guide to rapid-scale hiring, based on some work we did with a large social media client in 2020, where we increased headcount 135% across eight months and multiple global regions. As COVID starts to wane and we know some businesses are refocused on high-growth strategies, they need a good mix of people and automation to get there. Check out this guide and if you have [...]
What does CX need to look like in hospitality now?
We started this discussion last week. Let’s go deeper. Robotic Process Automation, chatbots, and other digital-first approaches This is where you’re going to see a huge adoption of tools and tech in the hospitality industry in the next 3-5 years. RPA is the technology that allows anyone today to configure computer software, or a “robot” to emulate and integrate the actions of a human interacting within digital systems to execute [...]
The next wave of the hospitality industry
In mid-April 2021, CBS Sunday Morning produced an entire 90-minute episode on “The Future of Travel,” a topic very much on people’s minds these days as vaccinations begin to scale up in certain parts of the world. One of the pieces within the 90 minutes, about the travel industry itself’s approach to post-pandemic business, talked about a “Gray Wave” already happening. That means that elderly citizens (i.e. gray hair) [...]
What should you look for in a customer experience or content moderation partner?
That’s our world. If you’re trying to evaluate real expertise in that space, look at these factors: How long have they been doing it? Tenure doesn’t always correlate to success or expertise, but it’s a good potential marker. What do year-over-year revenues look like? If they consistently increase, it means others are investing in their services, which denotes expertise. Who else have they worked with? Look for client logo banks on a [...]
How do you identify and vet expertise?
This varies by industry and organization, to some extent, but for our world, let’s say you need an expert in customer experience. The approaches would typically be: Talk to others in your space Talk to former colleagues Talk to friends in the geography of the area you want the person to operate in Do some low-grade online research Consider a call for RFPs When you narrow it down to [...]
The current state of expertise
In the past year, we’ve definitely had a lot of expertise in the world on various important topics: vaccinations, epidemiology in general, working from home, macroeconomics, diversity, and more. The problem has become: are people actually respecting and listening to this expertise anymore? At one level, of course, they are and it’s a dumb question to even ask. If your mom has cancer, you will go to an oncologist and not [...]
The four types of BPO & contact center providers
The four types of BPO & contact center providers What are the four types of BPO + contact center providers? Hundreds of call center vendors claim to provide superior customer experience services like customer support, content moderation, and technical support. But how do you know you’re choosing the right one? More importantly, how do you spot the ones to avoid? And what are the big buckets of how they [...]