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Customer Experience (CX)

The Importance of Digital Customer Experience

Nowadays, businesses face a real challenge as they transition from the physical to the digital world, with customer experience being one of the most challenging areas. Digital customer experience is

Dan Toma from Volkswagen Financial Services: Customer Feedback Has Become a Kind of a “Drug”

Dan Toma from Volkswagen Financial Services has worked with the Staffino customer experience management platform since 2017 as head of the client centre. Thanks to his initiative and enthusiasm for

Customer Journey Mapping: Identify the Inefficient Processes

Customer Journey Mapping: Identification of Inefficient Processes from the Customer’s Point of View As your company gets bigger, its processes become more and more complex. Processes are an essential part

Watch the Webinar: How to Get the Highest Return on CX

There are various factors that can influence the customers’ perception of your company; however, some are more relevant than others. Call centres play a major role in customer satisfaction and

5 Tips on How to Improve Your Customer Experience in 2022

A remarkable customer experience is becoming a new norm for brands. It can increase customer loyalty and boost long-term business growth. How to stand out from your competitors in today’s

We Took Mystery Shopping to the New MASTERY Level

Do you still use mystery shopping in 2022 and wonder why your CX isn’t changing for the better? The concept of mystery shopping has been around for about 80 years,

CX - 3 questions

3 Most Frequent Questions About Customer Experience Management

3 Most Frequent Questions About Customer Experience Management Do you know what the acronyms CXM or CEM mean? Good for you! But do you know what they really mean? There

How to Get Feedback From Customers and Avoid Mistakes

How to Get Useful Feedback From Customers? Look Out for These 5 Biggest Mistakes Are customers satisfied with your services, products, and customer service, or what was their customer experience

How to Measure Customer Experience?

How to Measure Customer Experience? Get to Know the Basic CX Metrics Customer experience inherently becomes part of your brand – whether you manage it or not. It’s the basis

Are you asking for feedback via email? Here are some ways to increase conversion.

Regardless of the form of the feedback, the way you get it is probably the most critical to the amount of resulting data. Asking for customer reviews via email is

mid the cx gap

Is your Customer Experience (CX) Strategy Purely Academic?

The 2018 Consumer Action Monitor Report (CAM) from Ombudsman Services highlights a growing trend in consumers; Passive Consumer Action .  The Report shows that despite the trend for businesses to flirt

Defining your Brand; are you looking in the right place?

Having worked in the area of Brand for several years, I’ve seen how many different businesses choose to approach this most basic of strategic questions; what is our Brand, and

Are your C-suit executives the biggest VIPs in your company? Then heaven help you!

Invisible heroes Staffino’s co-founder, Tomáš Rosputinský, used to explain why children never want to become call centre agents or shop-floor assistants. One of the reasons, he explained, was that those professions lacked heroes.

customer insight, customer happiness, customer satisfaction, customer feedback

What price Customer Happiness? The quantifiable cost of qualitative Customer Experience.

At first consideration, Customer Happiness can appear a purely qualitative idea with little place in quantitative business considerations. A ‘nice-to-have’ rather than a basic requirement; and certainly not something which

20 clicks for a bunch of bananas? Welcome to CX hell!

“What was your last shopping experience like?” I raised this question in my non-CX expert bubble. Can you guess what the most common answer was…? If your answer has something to do