In the competitive world of financial services, promising premium service is easy, but delivering it is harder. For South African banks and insurers, the gap between what’s promised and what customers actually experience is growing. And the data backs it
In the previous blog, we explored the biggest challenges that break the car-buying journey, from inconsistent pricing to confusing maintenance plans. In this follow-up, we’ll look at practical, proven solutions to align your online, showroom, and aftersales experiences into one
In today’s digital-first world, the car-buying process starts long before a customer arrives at your dealership. From the first click online to showroom visits, every step of the journey matters. Yet, too often, the smooth online experience falls apart once
In the competitive world of retail, companies have relied on metrics like Customer Satisfaction (CSAT) and Net Promoter Score (NPS) for years. These scores provide valuable insight into customer sentiment. However, they often miss an important piece of the puzzle
Universal Health has identified key pain points that threaten its stability and future success. These challenges include low member engagement, weak retention and loyalty, inconsistent brand perception, and stress within the partner network. The root issue is a gap between
We’ve journeyed through the customer’s path, from the initial spark of “Awareness” to the careful “Consideration,” the decisive “Purchase,” and the crucial “Post-Purchase” experience. Now, we arrive at the pinnacle: the Loyalty and Advocacy phase. This is where transactions evolve
In our ongoing series, we’ve navigated the crucial stages of “Awareness,” “Consideration,” and “Purchase,” charting how traditional fashion retailers can transform pain points into seamless experiences. Now, we arrive at the often-underestimated Post-Purchase phase. This isn’t just about delivering a
We’ve meticulously explored the distinct stages of the customer journey. But lurking beneath each phase, creating friction and undermining trust, is a common culprit: the fragmented omnichannel experience. In theory, “omnichannel” promises a unified, smooth interaction regardless of how a
In our previous blog, we explored how traditional fashion retailers can enhance the “Awareness” stage of the customer journey, ensuring they capture attention in a crowded marketplace. Now, we delve into the equally critical “Consideration” phase – the moment a
Having captivated customers during the “Awareness” and “Consideration” phases, traditional fashion retailers face the ultimate test: the “Purchase” phase. This is where intent translates into action, and even the smallest friction can lead to an abandoned cart or a frustrated
The world of fashion retail is undergoing a rapid transformation, driven by evolving consumer expectations and technological advancements. The days of viewing only brick-and-mortar stores as the core of the customer experience are long gone. Today, retailers must rethink the
Part Two Building upon an established research design outlined in Part 1, this section will detail the significant advantages and strategic importance of conducting this investigation uncovering blindspots in the sales process. This research will deliver considerable value in terms
Part One Mystery Shopping/Calling Program: Gaining the Customers Perspective First-Hand. Are hidden biases or unintentional practices affecting how your team serves clients with varying needs within the Health Insurance Industry? Our comprehensive research can provide an objective lens into your
Understanding client satisfaction extends beyond product experience to encompass their interactions with your sales representatives, who often serve as the very face of your company. Regular engagements frequently form the bedrock of your client relationships. Therefore, insightful research into this
Creating a customer journey involves mapping out the steps a customer takes from the first interaction with your brand to post-purchase engagement. Here’s how you can build an effective customer journey: Define Your Customer Persona Who is your ideal customer?
In today’s retail landscape, “online” doesn’t always mean a purely digital, automated experience. Many businesses leverage the expertise and inventory of their physical stores to fulfill online orders, with in-store agents playing a crucial role in picking, packing, and delivering
Mystery Shopping is a powerful tool designed to provide brands with an unbiased, ground-level view of the Customer’s Experience. Done right, it highlights strengths, pinpoints areas for improvement, and helps businesses refine their service strategies. However, when Mystery Shopping scores
Measuring Customer Satisfaction Digital platforms, chatbots and invitations to “Contact Us” on company websites have transformed how a business interacts with its customers. While these developments enable faster, more efficient communication, call centres remain a vital first point of contact
Many organisations are drawn to mystery shopping as a way to assess their customer experience and service delivery. A well-structured mystery shopping study provides valuable insights into frontline interactions, operational efficiency, and brand compliance. However, a common pitfall is treating
Organisations are often tempted to conduct a mystery shopping pilot, garnish the findings to effect change and leave it at that, overlooking the value of a maintenance programme. Mystery Shopping Maintenance Programmes are key to ensuring that customer experience and
As highlighted in our previous article, customer loyalty drives buying behaviour, and continued loyalty translates into sustainable business growth and profitability. At the core of the Walker model is a roadmap grounded in data and insights. Think back to the
In today’s customer-centric world, interaction and personal experiences are what truly bind people to brands. It all boils down to how we feel during those moments of connection. Imagine walking into a store where the cashier greets you with a
A common question we receive from clients is: how do Net Promoter Score (NPS) surveys differ from Customer Satisfaction (CSAT) scores, and how can you find the right balance between the two for your business? Think of it like a
The competition in the FMCG retail space has intensified, as retailers vie to deliver the most compelling hybrid shopping experiences to consumers. The race is well underway, with major players making significant strides in both physical and digital retail. Woolworths
The COVID-19 pandemic was a seismic event that reshaped industries worldwide, and few sectors were hit as hard as hospitality. Hotels, restaurants, and travel-related businesses faced unprecedented challenges, from closures and staff reductions to plummeting revenue. While the world is
In the world of business, it’s often tempting to focus solely on numbers. Revenue, profits, and growth statistics dominate boardroom discussions, overshadowing the true essence of any successful enterprise: its people. Simon Sinek, a renowned leadership expert, often emphasises that
The concept of loyalty programmes has long been debated in the business world. Do these programmes genuinely foster customer loyalty, or are they merely tools to drive sales? The success of Starbucks’ rewards programme provides valuable insights into this question.
Embracing Technology Without Losing the Human Touch.
Harvard Business School Professor Robert Simons states in his book, The Balanced Scorecard: Translating Strategy into Action: “90% of organisations fail to execute their strategies successfully and that studies have shown that execution is continually rated as one of the
According to Gallup’s State Global Workplace Report in 2023, disengaged employees are actively costing the world $8.8 Trillion Dollars loss in productivity. ~ 9% of the global GDP. In the vast expanse of the internet, countless discussions swirl around the
Lights… Places… Curtains, Action. Have you ever attended a theatre production and felt amused with the seamless synchronization between the orchestra, stage artists, and backstage team? It is only through this perfect harmony of diverse, talented artists working together that they
React Insights and The CX Group, two esteemed and highly recommended thought leaders in understanding customers for more than 20 years, have joined forces in a collaborative partnership to create memorable customer experiences that make people talk. Together, these businesses
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