Chris Byrom to be CX World Games Judge

Inaccord’s Chris Byrom is delighted to have been asked to be one of the judges for the CX World Games.

The purpose of the games is to help out organisations who have challenges trying to help their customers, employees, communities and society in general during the crisis. Organisations who recognise the power of a collective (what is the collective term for CX talent? Awesomeness? Brilliance?) to generate more ideas than they can. Read more

Inaccord to Partner with Limetropy

Inaccord is pleased to announce a partnership agreement with Global Voice of the Customer technology provider Limetropy.

Limetropy gathers real-time customer experience insights that help organisations to measure the quality and impact of the experience they provide to customers and shape their CX propositions and delivery to optimise the benefits for customers and reap commercial success as consequence.
Limetropy’s proposition is centred on the provision of technology approaches to CX. It gathers customer feedback on their experiences, through various channels, the feedback is integrated and collated into the software which in turn provides CX performance outputs, alerts and real-time performance metrics.

Limetropy’s capabilities directly complement the approaches and enhance Inaccord’s ability to deliver tangible and sustainable business performance improvement through better CX provision and increased customer engagement. Read more

Voice of the Customer and Why It’s Vital to Organisations

Many organisations claim that they are customer-focused or customer-centric. But what does that actually mean? To be really customer-centric, organisations need to focus on delivering a service to its customers that customers themselves determine to meets their requirements.

For many firms, improving Customer Experience is seen to be a cost, but for those that get it right, improving CX leads to better business efficiency through improved sales, better customer retention, improved operational efficiency, fewer complaints and reduced operating costs.

Improving CX is also an enabler of improved employee experience. Read more

Inaccord Partners with Limetropy

We are delighted to be partnering with Limetropy to deliver Voice of the Customer programmes. Limetropy is a real-time customer data analytics platform designed to capture actionable customer feedback and use AI to convert it into intelligence.

Limetropy is created by customer experience specialists to provide high quality, low cost Voice of the Customer.

Extraordinary Customer Relationships – What Gets in the Way?

In a recent blog, we suggested that organisations aim for extraordinary customer relationships.  In fact we proposed that it should be the norm, that ordinarily extraordinary should be the standard.

It should be, but in reality we think that ordinarily ordinary would be a more accurate description of the standard most businesses achieve.  Few stand out from the crowd.

And yet we don’t think that most businesses set out to deliver ordinary customer service. Read more

Are lenders missing out by not developing relationships with their customers?


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Are lenders missing out by not developing relationships with their customers?

The mortgage market has been  slow to adopt some of the practices that other ‘customer-centric’ organisations routinely use to develop customer relationships and improve both retention and engagement levels.

In a changing and increasingly competitive market, lenders and intermediaries alike stand to gain by adopting approaches that will improve loyalty, increase retention and, in turn, deliver competitive advantage .

There are two big opportunities for lenders and brokers:

Improve application and on-boarding experience and processes – these are critical in determining customers perceptions of both brokers and lenders and their likelihood of subsequently returning or remaining;

Develop communication strategies that will improve and enhance customer perception and ultimately retention.

The broker and lender experience the customer has arranging their mortgage is a critical determinant of whether or not they will return to that broker or lender for a subsequent mortgage .

These processes are seen by customers as ‘clunky’ and un-customer friendly. The opportunity then is to improve the  customer journey to receive payback in terms of improved retention levels. Read more

Does Retention and Customer Engagement Keep CEOs Awake at Night? Maybe it Should….

I read an interesting article on LinkedIn yesterday about a company that invested heavily in both time and monetary terms to develop a software product that helped HR functions record things like timesheets, holiday records and absences only to find that Excel did the same job pretty well and that keeping attendance records wasn’t something that kept HR Directors awake at night in terms of priorities.

It got me thinking about customer retention and customer engagement and whether or not CEOs lie awake at night thinking about it and worrying about it. I suspect most don’t – and I think that is also a reflection of the way in which CEOs and many businesses operate. My guess is that it’s increasing sales and reducing costs that keep them awake – focusing on these as the means to drive profitability and deliver shareholder value. But that’s exactly what improving the customer experience and increasing customer engagement does, it makes people stay longer and buy more. Read more

Merry Christmas from Inaccord

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Death of a Salesman?

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Why the Sandwich Generation Should Save for the Future



Changing economic, demographic and even social trends will mean that individuals and families will need to increasingly adopt savings habits in order to cope with the changing demands that will be placed on them. Whether it be from the point of view of people living longer and having children later or from the pressures on the Government purse in terms of pensions provision and healthcare, savings will be an increasing necessity for everyone – and a big opportunity for financial services providers to tap into this need.

Only 20 or 30 years ago, life expectancy was much lower than it is today, full employment (or at least a ‘jobs for life’ culture) meant that people were more certain of being able to work until retirement. State pension benefits were more adequate in supporting people in their retirement.

Higher rates of inflation and even higher rates of house price inflation meant that housing costs were more affordable and the ‘nest egg’ that built up in terms of the value of your home (and the ability to borrow against its value) meant that for many the family home was not only a source of borrowing but also a means to boost pension income. Read more