Only 15% of requests for personal data are answered in compliance with GDPR
We put GDPR’s ‘right of access’ to the test at 69 companies. Here are the results. Spoiler: most weren’t compliant.
E-book: 10 rules for kick-ass customer experience
Looking to improve your customer experience? We’ve compiled what we think are the 10 most important rules of CX. Get the ungated e-book for free.
X - Thou shalt be accountable for customer data
One of the most important pillars of (customer) data protection is accountability. But what does it mean to be accountable? Find out in our final commandment.
IX - Listen to thy customers
“The client is always right” might be the biggest cliché when it comes to commerce. But listening to their feedback is the only way to really know your CX. Here’s how to leverage customer feedback to keep improving.
VIII - Thou shalt keep humans in the loop
Once you’re delivering data-driven CX, automation is a logical next step to scale up. However, algorithms are not perfect, and should always be supervised by humans. Here’s why.
VII - Thou shalt never stop optimizing
A perfect customer experience today is no guarantee for tomorrow. Lives and even whole economies change, forcing you to adapt, improvise and overcome. Or at least continuously optimize and improve customer experiences.
VI - Deliver on thy brand promise
Whether you’re aware of it or not, your company has a brand image. Customers expect certain things from your brand, based directly on your own branding or on external factors. This brand promise has an impact on your customer experience. So, if you want happy clients, deliver on your brand promise.
V - Thou shalt be customer-centric front to end
Optimizing your cx means not only understanding customers’ needs, but also acting on them. And to do that, you need to think customer-centric. Easier said than done, right? Thinking customer-centric means putting the customer first, front-to-end. The good news: there’s a blueprint for that.
