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Aphinya Dechalert

Aphinya Dechalert

New Zealand
Every business has a story. What’s yours? 💡 Software dev turned technical writer and marketing engineer, specializing in SEO and lead generation.
5 Posts
The Beginner's Guide to Customer Experience Analytics
The Beginner's Guide to Customer Experience Analytics
Members Public

Customer Experience Analytics (CXA) is key to understanding why customers buy or churn. This guide will help you use your use customer data to get insights and understanding to drive better business decisions and improve revenue.

Customer Experience
A Comprehensive Guide to Voice of the Customer for eCommerce
A Comprehensive Guide to Voice of the Customer for eCommerce
Members Public

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. They’re buying less, then suddenly not buying at all. What’s happening? You’re not face-to-face with these customers, so you need a way

Customer Experience
Reduce Customer Churn with the Voice of the Customer (VoC)
Reduce Customer Churn with the Voice of the Customer (VoC)
Members Public

A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. The consequence? Churn –  lost revenue, tarnished reputation, and wasted effort.

Churn & Loyalty
Top 3 Challenges of Reporting ROI in Customer Experience (CX) and How to Solve Them
Top 3 Challenges of Reporting ROI in Customer Experience (CX) and How to Solve Them
Members Public

What steps can you take to measure the ROI of Customer Experience improvements? identifying the challenges to ROI reporting will make it easier to consistently report on the impact of CX projects. Whatever the context.

Customer Experience
How Bad Customer Experiences Cost Your Business Big Money
How Bad Customer Experiences Cost Your Business Big Money
Members Public

Friction in customer experience can lead to churn and lower transaction spend. Discover how to use Voice of the Customer data and technology to identify CX enhancements that drive sales growth, while reducing costs.

Customer Experience