TwoTicx

03/02/2022

Culture impacts everything from how different customers perceive colour, to how busy or minimalist they want your website to be.

Get some insight into how culture impacts customer experience here: https://twoticx.co.za/2022/02/03/the-influence-of-culture-on-the-customer-experience/

You may have heard how important business cards are in Japanese culture. The ritual of exchanging meishi is an important ceremony according to the Japan Living Guide, and placing cards anywhere but a dedicated business card holder shows disrespect to the card giver, as does scribbling on the card or...

19/01/2022

Could having a good customer experience in place save a mediocre product or service?

Find out here: https://twoticx.co.za/2022/01/18/can-a-good-customer-experience-save-a-mediocre-product-or-service/

Now we’re not advocating this as a strategy – ramping up your customer experience to make up for a sub-par product or service – but delivering a good customer experience when you’re in a beta phase or still finding your feet can mean the difference between sink and swim. Trialling your produ...

10/01/2022

When our team conduct a digital audit, one of their first tasks is to ascertain information about your company's website hosting details.

This is a vital cog in your digital marketing machine and we thought it would be beneficial to explain why simply buying a URL or domain name is not the same as website hosting.

Follow the link to learn more in our latest blog post!

The difference between domain names and web hosting made easy. Whilst on holiday, calmly sipping on a well-deserved cocktail, you have an idea. It’s a new business idea. One that you truly believe in and it fills you with a surge of inspiration to get stuck in and start this exciting new venture.

02/01/2022

How often do we put up with subpar customer experience?

A recent global Salesforce survey revealed that 76% of customers expect companies to understand their needs and expectations and are willing to go somewhere else if companies can’t meet them where they’re at.

And the need for this understanding couldn’t be more true in a South African context; we’re faced with tariff hikes, petrol spikes and other only-ZA realities that mean businesses often have to dial up their level of understanding while still ensuring we get the experience we expect .

23/12/2021

Where do you think integrating technology could help your business and enhance your customer experience?

The first step is to map out your customer journey and key touch points, and then identify where integrating tech could make a real difference.

Consider critical moments – as an insurer, tech could work wonders straight after a bumper bashing and allow your client to upload images and other details via an app or help them call an emergency contact via voice prompt.

15/12/2021

Wishing everyone a safe, joyous and relaxing holiday season this December.

2021 has been an incredible year and we are looking forward to a wonderful 2022 with exciting new projects in the works.

Enjoy the holiday break, you've deserved it.

14/12/2021

Here are three customer experience challenges you need to consider – from driving business buy-in to fanning the flame that gets your business to take CX action, read all about it here: https://twoticx.co.za/2021/12/08/top-3-customer-experience-challenges-and-how-to-handle-them/

07/12/2021

What you think good service is, and what you customers think it is, can differ widely. Research has found large gaps between customers’ and managers' perceptions of service expectations, on top of what the most important service quality attributes are.

So, how do you fix this? The first step is asking for customer feedback. Why? Because if you don’t know where you’re going, any road will get your there, and that means higgledy-piggledy experiences for your customers (which never leaves a good impression).

The second is to take that feedback and segment your customers so you can create unique customer journeys across your business. These journeys include customer actions and business touchpoints which give you a bird’s-eye view of where you customer is as they onboard, where they’ve stalled and where effort is required to retain them.

25/11/2021

Managing customers’ emotions can be tricky, especially when your employees are having to manage there’s too.

But effectively managing emotions from both sides is important to ensuring positive customer interactions, repeat purchases and customer loyalty.

Read More here: https://twoticx.co.za/2021/11/25/whats-emotion-got-to-do-with-it/

How big a role does emotion play in delivering good customer experiences? As a customer, the attitude of a sales representative or doctor’s receptionist can either make or break your customer experience, on top of shaping how you feel the next time you interact with these same people or businesses...

22/11/2021

Client satisfaction is a growing priority in modern business, with CX (customer experience) playing an integral part.

Customers drive business.

Customer satisfaction is a leading indicator used to measure customer loyalty and retention, it enables businesses to identify unhappy customers, reduce customer losses and negative word of mouth whilst increasing growth and revenue.

Are your customers happy when they deal with you?

Keeping your customers happy is a number one priority whether you’re a small operation or have branches across the country.

Helping You Deliver Good CX, Fast

15/11/2021

There’s a familiar saying that goes: Customers remember how you make them feel.

And, considering the current South African reality of rising unemployment, reduced income and political instability (among others), customers are looking for experiences that make them – quite simply – feel good, well serviced and like it was worth their time.

Find out why focusing on customer experience is so important in South Africa: https://twoticx.co.za/2021/11/12/caring-about-your-customer-experience-why-its-important-as-a-south-african-business/

Caring about your customer experience: Why it’s important as a South African business There’s a familiar saying that goes: Customers remember how you make them feel. And it’s completely true. A lot of customers’ purchase decisions, and particularly repeat purchases, are based on emotion, the...

08/11/2021

What do you believe people value most in their customer experience?

In a recent survey by PwC, with over 15 000 participants, efficiency was deemed a winning aspect to the customer journey.

The best approach is to incorporate all of these key factors, and more, into creating and instilling your customer journey and CX strategy.