I recently wrote a piece for The Drum discussing how brands that operate online can improve their customer experience. Online brands, by their nature, often lack the organisational infrastructure to offer 1:1 support. So it’s important to review and understand the customer experience across all channels and devices.
There’s a new science you can apply to help achieve improvements, such as the impressive 20% reduction in cost per contact we’ve realised for one client in just a few short months. It’s a three-step process and I told The Drum what this entails: audit, improve and innovate. Read the full article here.