Some high-value customers want to talk to you, but not right now.

With Intelligent Engagement, that’s actually a good thing. This is the joy of callbacks—in 4 steps. Nudging all of your online visitors to “CALL NOW” is turning some of your leads cold. Let’s start on the right foot with the right customers: Avoid closed call centres, Cut excessive queuing, and turn inbound calls into data-led […]

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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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