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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Unspoken Insights: Unite website & contact centre to hear what isn’t said

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 most important thing in communication is hearing what isn’t said.” This quote, by Peter F. Drucker – Management Consultant and well-renowned ‘business thinker’– is often cited to […]

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8 Ways Micro-Moments Impacted Customer Behaviour

Companies are making it easier and easier to get information into the hands of consumers when they need it, and are taking advantage of the micro-moments; the on-the-go, got-to-have-it-now moments throughout the day that shape our decisions as consumers. These micro-moments, which were first introduced by Google, are game-changers in world of travel. So what […]

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Second screen – Engage TV viewers on your Website

Our behaviour while watching TV is constantly changing. [bctt tweet=”It’s no big news that these days smartphones/tablets are the essential companion while watching TV”]People actually tend to use second screen to search for info about what they’re watching (most of the times) – commercials included. Why do I point out commercials? Because we see this […]

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