Modelling the CX for Competitive Differentiation

An intelligent, data-led approach to curate effortless customer experiences—for the right customers. This instalment of bmetric Explore introduces, what we have learnt to be, the intelligent approach to leveraging the Customer Experience; to position your brand as the logical first choice against your competitors. In markets occupied by agile competition, where price-comparison sites enable the consumer […]

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Reducing effort in the customer experience: UX is fundamental

bmetric Explore is a series of posts, each written to explore various industry-specific topics in relation to the customer journey, online engagement, and the contact centre. The User Experience is a foundation of great Customer Experiences, in both selling and service. There is a tendency, in eCommerce and Contact Centre optimisation, to implement the new, […]

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Defining the Commercial Spectrum: Increasing sales and conversions with positive customer experiences

  bmetric Visualised is a series of presentations, including the latest diagrams, infographics and data-visualisations from our work here at bmetric. In this first post, we’re introducing what we have termed ‘The Commercial Spectrum’. Click to read bmetric Visualised: The Commercial Spectrum There is no ‘one-size-fits-all’ customer journey. A percentage of leads will be lost due […]

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Customer Indecision Part 1: Increasing conversion and enhancing the customer experience when selling a complex product

bmetric Explore is a series of posts, each written to explore various industry-specific topics in relation to the customer journey, online engagement, and the contact centre. How do brands maintain the competitive edge when dealing with a complex product and close competitors? Operating in a competitive market is a constant struggle to stay agile and […]

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Different types of online shoppers & how to win them all (Part 2)

  It’s nice to put a face to a name – or in the case of solving your company’s cart abandonment issues, matching the data you’ve collected to a persona. bmetric has already introduced you to the ‘Researcher’, the infamous ‘Window Shopper’ and the ‘Browser’ here… but did you know there are three more online shoppers […]

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Different types of online shoppers & how to win them all (Part 1)

  Today’s personalized retail is focused on a great experience that is tailored to each online shopper. Thanks to new technologies that measure the way online shoppers behave, retailers are beginning to understand various customers on their websites. Each visitor is different and needs to be treated differently. All these insights can build even better […]

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