What makes great CX?

Delight your customers

When was the last time a customer recommended your company?

What about that customer’s experience made it stand out from everyone else? Do you even know what makes great CX?

You are fighting to deliver customer service that stands out from the crowd. But what makes excellent CX? What will help you win that battle? The sum of all the touchpoints, engagements and exchanges that a customer has with your company throughout the buying cycle with your brand is what CX is about.

Great CX is about delighting customers so they want to come back repeatedly. That they don’t feel they need to go elsewhere. It’s essential to understand what’s important to your customer and then deliver the right solution at the right time.

It’s not just about technology, but it plays a big part.

What makes excellent CX?

Providing excellent customer experience is in our DNA. We can help you design and deploy fantastic customer experiences fast. The one thing all our customers have in common is that customer experience is key to their business success. Your success is our success.

We have over 20 years of experience helping organisations in financial services, insurance and the public sector to transform their CX using great tech. This, in turn, has shaped our values as to what contributes to great CX today and in the future.

For us, it’s about providing tech that lets your customers contact you how they want to and ensuring that process issues don’t hamper their experience. As our customer, your success is our success.

Create solutions to customer problems that delight existing customers and draw in new ones

Excellent CX means customers are treated right and treated well

That’s whether they are internal, external, partners or stakeholders. Brands that demonstrate they care for their customers and understand their emotions are more likely rewarded with preference, advocacy, spending and trust.

Read how HTB treated their customers to an improved customer experience

Stakeholders want to know how much any given CX improvement effort moved a needle, not just that it moved

Delivering great CX is the differentiator that drives success

Power to the customer. Those who have good experiences will buy again and again. And they’ll share the love and tell their friends and family. Consider a truly unified CX vision and consistent customer journeys every time; it’s crucial for success.

Read how Nationwide processed record levels of ISA business by putting customers in control
Inclusive design means creating effective, easy, and emotionally positive experiences for all customers

Great CX should be universal as every customer interaction matters 

Creating easy positive experiences for customers will help you retain and win more customers. And your employees will be more engaged too.

Read how RBKC improved their customer journeys at every touchpoint
Excelling at customer loyalty is a marathon, not a sprint

For the organisation, great CX builds customer goodwill and elevates the brand.

Understanding your customers, how they behave and what experiences lead to loyalty is essential to getting your customer’s experience right. Get it right, and not only will they be more likely to be advocates, sharing that goodwill and taking your brand to the next level.

Read how ITV strived for operational excellence with great customer experience and world-class quality
Ease of integration and extensibility are key differentiators

Great CX technology makes lives more manageable and drives adoption

Customers’ expectations of how they want to be treated are much higher today. It’s got to be quick, easy and personal to them. If the technology is there and does the right job, customers will use it. Everyone’s a winner.

Read how Cumbria provided digital services so good people chose to use them

Elegantly solving a customer's problem can earn a company devotees by making their lives better

Delight customers and deliver customer service that turns heads

Growing an army of devoted customers is an excellent position to be in. You know, the ones that rave about their experience, show passion and spend more on average on their chosen brands. You need to keep hold of them and give them customer service that never makes them want to leave.

Read how Ipswich NHS drove down DNA rates for the good of the patients

What our customers say…

We put a lot of effort into ensuring that our customers enjoy their experiences and interactions with us too – providing support that is as high quality as our tech.

When Liberty Converse was voted top contact centre solution in the Call Centre Helper Top 10 Contact Centre Technology Awards in 2019, our customers shared what they love about it and customer service was high on that list. Take a look at this comment from one of the voters:

“Great customer support on top of a high-quality feedback system I have used for years. Love it to bits and wouldn’t move elsewhere.”

99% of customers recommend Netcall

Capturing the voice of the customer is as important to Netcall as it is to our customers. It’s fantastic to see that feedback from our customers continues to be so positive 

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Hear what customer experience business leaders say is driving CX transformation. This eBook provides all the data from our research project with 360 senior CX and Digital Transformation management at leading UK-based financial services businesses, NHS trusts and in local government.