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3 min read
Customer Journey Map: What it is and How to Create One
When talking about improving customer experience, the suggestion of doing a customer journey map normally appears in the discussions. But really, what is a customer journey map, what does customer journey mapping mean, and why is it beneficial for businesses to consider when they want to improve cus...
5 min read
Unlocking the Power of Customer Feedback
Instead of guessing what your customers want and how you can enhance your interactions with them, wouldn't you rather know? While soliciting feedback can be a hair-raising experience, it's also one of the best tools in your arsenal for building better customer experiences. Collecting customer feedba...
5 min read
Five Ways to Use Customer Journey Data to Boost Sales
Winning the battle for more foot traffic starts with delivering frictionless omnichannel retail experiences. Fail to deliver on customer expectations, and you can pay the price with your bottom line. That’s because 80% of customers that have more than one bad experience say they would rather do busi...
2 min read
How Capitec Bank Captured Market Leadership with Customer Service
In the past month, I have joined Qmatic as Chief Marketing Officer. One of the things I have been most thrilled to see are the ways Qmatic solutions contribute to our clients’ efforts to create great business interactions and customer journeys. South African Capitec Bank is one great example. In a c...
2 min read
Your Path to Success is Paved with Customer Journey Intelligence
Throughout recent history, many efforts have been made to understand what people consider to be ‘fair’ when it comes to the process of pursuing and waiting for the service they need from a provider. Adrian Swinscoe is a consultant, researcher, economist, and former teacher who – like Qmatic – cares ...