Contributor articles CRM, CX, UX Global

The science of service recovery: Why resolving complaints boosts your bottom line

The science of service recovery: Why resolving complaints boosts your bottom line

Chantel Botha, BrandLove 20 Feb 2025

Source: © 123rf Estelle van Tonder, professor of marketing at the University of South Africa, says that while self-service options can further augment the customer experience, in practice, things can (and often will) go wrong in the self-service delivery process

4 ways to ensure positive customer experiences in spite of self-service failures

Dr Estelle van Tonder 15 Jan 2025

Source: © 123rf Trust has never mattered in business more than it does today, yet price-based shopping is driving customer behaviour

3 ways to combat AI-generated fake content and build brand trust

Charlie Stewart 19 Aug 2024

5 dos and don’ts to secure customer loyalty

5 dos and don’ts to secure customer loyalty

Nick Durrant, Bluegrass Digital 12 Mar 2024

Source: © 123rf The evolution of intent-based marketing is developing advanced attribution models to cover the entire customer journey, says Grant Lapping, digital executive +OneX

Developing advanced attribution models for the entire customer journey - online to offline

Grant Lapping 7 Dec 2023

The power of personalisation in 2023

The power of personalisation in 2023

Nick Durrant, Bluegrass Digital 17 Jul 2023

Source © everythingpossible By using messaging platforms and chatbots, businesses can build stronger relationships, improve customer satisfaction and increase engagement

5 benefits of conversational marketing

Joseph Neusu 3 Feb 2023

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8 tools to create a winning customer experience strategy in 2023

Dori-Jo Bonner 23 Jan 2023

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What does the ideal customer look like?

Brent Haumann 22 Dec 2022

Source: © Vadim Guzhva Employee branding is a critical component of the customer experience

Employee branding: Critical to customer experience

Paula Sartini 14 Sep 2022

Source: © ra2studio

Bulk emailing: by no means a straightforward and simple affair

JD Engelbrecht 10 May 2022

Source: © cottonbro

Pivoting to changing customer behaviours online

Linda Saunders 5 May 2022

Prashanth Krishnaswami, head of market strategy and thought leadership for the CX product group at Zoho

5 CX trends that will define 2022

Prashanth Krishnaswami 1 Feb 2022

Seamless communication is key to CX: Here's what it should look like

Seamless communication is key to CX: Here's what it should look like

Brent Haumann 24 Jan 2022

Customer. Customer. Customer. The mantra for 2022 success

Customer. Customer. Customer. The mantra for 2022 success

Wynand Smit 17 Jan 2022

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Developing a unified voice and view of the customer

Kelvin Jonck 3 Dec 2021

Gathering customer data effectively to create great customer experiences

Gathering customer data effectively to create great customer experiences

Paula Sartini 25 Nov 2021

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The post-Covid world of sales has changed, have you?

Dylan Bowen 12 Nov 2021

Digital first-impressions matter

Digital first-impressions matter

Brent Haumann 8 Oct 2021

Effective CX begins with optimisation of operations

Effective CX begins with optimisation of operations

Haydn Townsend 28 Sep 2021

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Net promoter score vs. Net sentiment

Melanie Malherbe 14 Sep 2021

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B2B success lies in solving customers' problems

Warren Moss 7 Sep 2021

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What are the core requirements for building an omnichannel customer experience?

Brent Haumann 16 Aug 2021

What is an omnichannel customer engagement hub and why do I need it?

What is an omnichannel customer engagement hub and why do I need it?

Brent Haumann 30 Jul 2021

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Sidestep the embolism, deliver true customer service

Wynand Smit 15 Jul 2021

To build resilient customer relationships post-pandemic, invest in experience

To build resilient customer relationships post-pandemic, invest in experience

Robin Fisher 15 Jul 2021