The Power of Brand and CX Combined
(In-practice session with Liberty Global and GemSeek)
Some of the important learnings from “Unleashing Digital Customer Experience” event (Amsterdam, November 9-10th) were that for companies, consistency remains a significant challenge – from maintaining a consistent experience across digital and physical touchpoints to horizontal and vertical alignment in the organisation. Latina Angelova from GemSeek and Rick Sletering from Liberty Global talked about the added benefits of managing Brand and Customer Experience in sync and how to overcome the key challenges to achieving those synergies. Didn’t have time to listen to the whole talk? We’ve got you with a nice summary in our blog.
Beware of customer silence: How to engage customers who don’t complain
Around 50% of your customers will never complain directly to you through official channels. But dissatisfied customers will still talk to their friends and family, creating negative word-of-mouth, or simply switch providers in due time.
Focus on these three customer engagement initiatives:
- Listen and personalise your messaging
- Ask, but don’t bombard
- Predict & tie customer analytics to business impact
Referrals work splendidly
How to get more customers to bring a friend
Customer referral programs have a lot of benefits for companies and customers. Besides low setup costs and precise targeting, referrals are a powerful tool to overcome the trust barrier and ensure high margins and longer retention. In this article, we offer 10+ proven ways to get more referrals, some of which are:
- Chose the right moment
- Incentivize the receiver
- Pre-fill messages to make it easy for people to recommend you