How to Share Customer Insight Across an Organisation
Chattermill Insights
by Sam Frampton
4y ago
How to Share Customer Insight Across an Organisation by Sam Frampton on 12 Nov 2019 customer experience When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. InsightsWhen it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. Exposing CX insights, so you have the visibility and attention of the entire company could help gene ..read more
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How AI is shaping fundamentals of customer support
Chattermill Insights
by Sam Makad
4y ago
How AI is shaping fundamentals of customer support by Sam Makad on 21 Oct 2019 customer support artificial intelligence The modern customer is omni-channel. You cannot push them back to a legacy customer service experience that requires them to wait endlessly for an email or to get connected with a customer support agent. Chatbot According to Gartner, in the coming years, customers will manage up to 85% of their relationship with enterprises without any human interaction. Indeed, the age of Artificial Intelligence (AI) is upon us. PWC states that business leaders believe AI will be ..read more
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The Advantages of Open Ended Survey Questions
Chattermill Insights
by Sam Frampton
4y ago
The Advantages of Open Ended Survey Questions by Sam Frampton on 7 Oct 2019 surveys customer experience In this blog, we'll talk you through the advantages of collecting open-ended feedback and explain how it can help develop a deeper understanding of your customers. It's time for CX pro's rethink how they survey customers. close ended surveyWe are in the middle of a massive shift in the way people ask for feedback from their customers. It’s been well over a decade since surveys turned digital. The market has been flooded with close-ended surveys asking customers to rate differ ..read more
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The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story
Chattermill Insights
by Harry Buckle
4y ago
The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story by Harry Buckle on 12 Sep 2019 customer experience Netflix What can we learn from Netflix's attention to customer experience? Against the odds, Netflix has achieved an astonishing rise. How did we get to spending an evening chilling, 'with Netflix'? NetflixThe ultimate example of a company disrupting an industry with customer experience? Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. An impressive feat, considering the company not ..read more
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10 ways to Increase Online Reviews
Chattermill Insights
by Sam Frampton
4y ago
10 ways to Increase Online Reviews by Sam Frampton on 9 Sep 2019 customer experience online reviews Reviews are a powerful marketing tool and a source of unstructured feedback. The more you collect, the easier it is to quickly identify and solve product issues and uncover patterns. online surveysWe’re all well aware of the fact that reviews are a pretty big deal. 97% of online shoppers say they’re influenced by reviews, and another 88% say that reviews are the most important factor when it comes to making a purchasing decision. For brands, reviews are a powerful marketing tool ..read more
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The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience
Chattermill Insights
by Maddy Trusewich
4y ago
The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience by Maddy Trusewich on 4 Sep 2019 Subscription Services Customer Experience The way customers purchase products has changed. But with slim margins and high churn rates, subscription-based business models mean the customer experience is more important than ever. man shavesFrom food, fashion, beauty and everything in between, there is no question we are living in the golden age of subscription services. But one company in particular continues to stay ahead of the curve. Dollar Shave ..read more
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How To Drive Action With Your Voice of Customer Program
Chattermill Insights
by Sam Frampton
4y ago
How To Drive Action With Your Voice of Customer Program by Sam Frampton on 7 Aug 2019 Voice of the Customer VoC We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of CustomerWe believe the fuel that powers the world’s most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Every decision and action you take needs to start with the customer’s ex ..read more
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What does it mean to be “Customer Centric” and why is it important?
Chattermill Insights
by Chris Valentine
4y ago
What does it mean to be “Customer Centric” and why is it important? by Chris Valentine on 1 Aug 2019 customer experience customer centric Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice? customer-centric‘Customer centricity’ - the act of taking a more customer-focused approach to business - is a term which has gained popularity in recent years. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. Many more wa ..read more
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How to Increase Survey Response Rates
Chattermill Insights
by Sam Frampton
4y ago
How to Increase Survey Response Rates by Sam Frampton on 3 Jul 2019 surveys Struggling with low survey response rates? Start seeing a turnaround with these tips that will help you collect more data and better understand how your customers feel about their experience. SurveysIt comes down to basic statistics: a small sample size undermines the reliability of your data. And when you’re putting together a customer experience program, you need reliable data that accurately represents customer attitudes and actions. One way to increase the integrity of your data is by increasing surv ..read more
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The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience
Chattermill Insights
by Maddy Trusewich
4y ago
The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience by Maddy Trusewich on 4 Sep 2019 Subscription Services Customer Experience The way customers purchase products has changed. But with slim margins and high churn rates, subscription-based business models mean the customer experience is more important than ever. man shavesFrom food, fashion, beauty and everything in between, there is no question we are living in the golden age of subscription services. But one company in particular continues to stay ahead of the curve. Dollar Shave ..read more
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