Customer Experience

CUSTOMER EXPERIENCE

Customer experience strategies to deliver growth.

Delivering growth through customer experience requires a well-defined strategy that focuses on nurturing customer relationships, increasing customer loyalty, and driving positive word-of-mouth referrals. A successful CX strategy is a continuous journey of improvement. Customer expectations evolve, and businesses must adapt to stay ahead. Regularly collecting feedback, analyzing customer data, and implementing changes based on insights are essential.

How to measure CX

Customer experience (CX) encompasses various elements such as the voice of the customer (VoC), feedback and Net Promoter Score (NPS) to measure the likelihood of your customers recommending your business to others, which holds significant value.

Retention

A positive customer experience can have a tremendous impact on your business, fostering client loyalty and prompting them to advocate for your company. Can develop and implement strategies to keep and grow your customer base.

Positive Experience creates loyalty

In fact, word of mouth has emerged as a highly influential factor in driving purchase decisions, with 84% of customers placing as much trust in online reviews as they do in personal recommendations.

In my time as Head of Customer Experience at catch.com.au, I spearheaded transformative enhancements that surpassed industry benchmarks in NPS and Customer Satisfaction. If you are looking to establish and integrate effective customer experience strategies, I am here to offer my expertise and support.

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Testimonials

What have changed in business life after our
customers started working with us?

Ivan is Australia’s no.1 Customer service executive. I have worked with Ivan at Catch.com.au for 4 years and I feel blessed to have had him by my side, Ivan has turned our CS team around and introduced many positive initiatives. Everyone loves working for and with Ivan, nothing is impossible for Ivan, he does it all with a smile.

Gabby Leibovich

Founder catch.com.au and No.1 Best Selling Author catchofthedecade.com

Having worked closely with Ivan, I can attest to his exceptional business management and leadership skills. With deep industry understanding and a knack for market trends, he’s poised to drive business growth. As an executive coach, he maximizes team/client potential and exceeds expectations. Plus, he’s a great storyteller and genuinely connects with people.

Acey Landas

VP Teams at KMC Solutions

I’ve had the pleasure of working with Ivan for several years in his Head of Customer Experience capacity, managing Catch’s offshore teams hired through KMC in the Philippines. I would recommend anyone looking to offshore to reach out to Ivan for a frank and honest discussion!

Thomas Cragg

VP of Sales – KMC Solutions

Customer Experience

CUSTOMER EXPERIENCE