I’m afraid I can’t let you buy that, Dave.

Is a chatbot taking your online leads for a ride? A carefully-planted decision tree will put a stop to that. It’s time to check in with your bots. If customers appear to be flocking to your chatbot, you may want to look into what’s happening once they’re there. Your chatbot may be taking you and […]

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Engagements that convert—with three easy pieces.

  There’s no shortage of tools to engage customers through the website. But without the ability to selectively execute finely-tuned engagements, you’re likely to do more harm than good.   At bmetric, we’ve defined three elements to consider when you’re looking to boost sales and optimise service, through your online and offline channels.   The […]

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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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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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