Customer needs product/service. Customer sees that your product/service fits their need. Customer buys product/service from you. Is any exchange ever that simple? We can assure you that most of the time, it won’t be. Which is why, rather than focusing on simply trying to funnel your customer to a single end point via one well-trodden [...]
How long are your customers actually spending waiting? Even a few minutes spent on hold, during processing and physically waiting for an appointment add up. Every minute your customers spend waiting could be costing you. Dealing with high volumes of customers can be chaotic, but there are risks for your business if you’re not providing [...]
Do you know what your no-show rate is? “About a quarter” or “six-ish percent” is not a good enough answer! You need to be able to quantify these numbers so that you can start improving on them. We know that pesky patients who fail to put in an appearance are not good for business, but [...]
When Amazon announced last year that they were moving to a customer-first business, they believed that they were unlikely to see profit for 2-3 years. In actual fact, from June 1 2015 to June 1 2016, they saw their share price almost double. Being customer-focused isn’t just good for your customer, it’s also good for [...]
How is your company managing customer flow right now? As you are reading, there are multiple touchpoints that could be letting you down – from touch screens to staff ushering people to front-of-office staff – your wait time management dictates your clientele’s likelihood to return and be an advocate for your brand. Truth be told, [...]
Can everyone own something so valuable? The benefits of a good customer experience can not be overstated. Companies are realising that the best way to ensure a powerful customer experience is to empower their employees to close the customer feedback loop. However, there still seems to be some confusion about who needs to actually take [...]
Organisations upgrading from personal calendars to enterprise-grade appointment management solutions like Q‑nomy’s Q-Flow, know what they’re gaining. Q-Flow delivers the type of calendar capacity management and resource optimisation, cross-department load balancing, and real-time management tools that personal calendar systems cannot offer. Not to mention the many back-office and Omni-channel integration options offered by Q‑nomy. However, many businesses face an [...]
As a service provider, you want to offer your customer a seamless journey. Why is it then, that this is not the reality for the consumer? Businesses struggle to link front-of-house experience, back-end service and online facilities to create a great experience for customers. This is where the customer journey mapping (CJM) comes in. Businesses [...]
NEXA has partnered with the National Local Government Customer Service Network (NLGCSN) for the past 5 years and is proud to continue this important relationship in 2016. The NLGCSN is the peak industry body for customer service professionals within the Australian Local Government sector. The association celebrated 20 years of supporting its 150+ members in [...]
Many retail businesses nowadays add appointment booking and scheduling to their customer experience offering. These businesses rightfully assume that scheduled visits support resource planning, resulting in more efficient resource utilization. And, it makes their customers happier with shorter wait times and more focused interactions. However, a solution comprising appointment scheduling alone is like a meal [...]
