Stories

Stories Stories
Stories Stories

10.01.2022

What Is Digital Customer Experience and Why Is It So Important

What Is Digital Customer Experience and Why Is It So Important

Digital Experiences are at the heart of Siili’s operations and the spearhead of our strategy. The discussion around compelling Digital Customer Experiences is an increasingly hot topic, but what exactly is Digital Customer Experience and why is it so vitally important for companies?

Here, we wanted to offer a quick access to the topic and serve you the basics, so keep on reading.

16.11.2021

The Future of Retail Customer Experience

The Future of Retail Customer Experience

The COVID-19 pandemic has accelerated the need for personal, human connection and communications. Sustainability and digitalization were already trending before the pandemic, but online shopping took a major leap forward when people were forced to stay at home.

As the digital channels gained more importance, these personal connections have taken on a new level of importance. Digital customer experience must be emphatic, and brands need to scale empathy with increasingly personalized communication.

22.09.2021

A Promise Worth Keeping

A Promise Worth Keeping

Not too long ago we had a mindboggling conversation with a seasoned consultant. The main discussion circled around one single question: “Is it possible for a company’s core brand promise to address both parties – its customers and employees?” Everybody agreed that it would be an optimal case, although not an easy one. Often you don’t promise the same exact thing to your customers as you do for your employees.

17.09.2021

KEIs – Key Experience Indicators to transform your knowledge of your business

KEIs – Key Experience Indicators to transform your knowledge of your business

Scene: the management team is having a meeting and looking at NPS metrics. The rate has declined from safe 42 to concerning 27. Panic is raising, something is wrong – but what exactly is wrong? Is there a fault in the product? Has something changed in our customer service operations? Are the competitors doing something differently? The fact is, nobody knows or only has a vague guess. Maybe it's comforting to know that this is not uncommon at all. For a while NPS has been THE metric for everyone to follow, and regular NPS surveys are a common thing to monitor customer experience satisfaction in countless of companies. But like the management team, are you as clueless on what NPS indicates? If the numbers are descending, do you really have a hunch of what’s going on?