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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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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Understand the value of customer service for an increased conversion rate

According to Forrester Consulting research: [tweetthis display_mode=”box” remove_twitter_handles=”true”]74% of enterprises see greatest buyer dropout in the pre-purchase stages where customer service is least involved[/tweetthis] What does that tell us? That it is extremely important for companies to understand the factors that drive customer behaviour on all channels. We at bmetric believe in the true value of […]

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