VOICE OF EXPERTS The experience imperative – Retail is dynamic, are you? Kumar Rajagopalan is the Chief Executive Officer of Retailers Association of India. Retail in India is becoming increasingly competitive. The country’s retail growth potential is attracting local, regional, national and international players to create new and improved retail Read more…
Make your employees’ 9-5 feel like their 5-9! – Do your employees feel homely or homesick? Gone are the days when just conducting an annual EOS would suffice the purpose. The biggest problem with the annual EOS surveys is that the insights are stale, the actions are no longer relevant Read more…
Social Media and Customer Experience – An Unbalanced Equation Tired of dousing fires on social media? One of the reasons customers resort to social media is the lack of a direct mode of communication between brands and their consumers. Consumers are volatile and enabled by technology. Consumers feel helpless, powerless Read more…
Preparing for 2020: Times are changing, so is CX! There is no denial of the fact that the biggest and the fastest growing trend is technology. Think about all the new technologies in the last 5 years that changed the customer experience. Now imagine the same change over the next Read more…
VOICE OF EXPERTS Top CX Trends for 2019 – Customer Experience in E-commerce Guest Blog by Nivesh Jain, an award-winning digital marketing leader Customer Experience (CX) often has a far-reaching impact on sales, irrespective of the nature of your business. In the context of e-commerce, this impact assumably quadruples and Read more…
Customer Experience and Impact on Customer Lifetime Value! Customer Lifetime Value Customer lifetime value is a very valuable metric and as per Harvard Business Review (HBR), acquiring a new customer is 5 to 25 times more expensive than retaining an existing customer (as it saves the marketing cost in acquiring the new Read more…
Screenplay to Customer Experience: Have You Done it Right? We all know how to measure your Net Promoter Score® and also know how to improve it over time. Improving touchpoints in parts often leads to an uneven customer journey mapping and thus you would often find yourself going back to Read more…
Improving Customer Advocacy Through Customer Experience India’s online retail market grew at a rapid rate of 78%, albeit on a small base, in the last 10 years. This growth was supported by 9x growth in the number of internet users and 26x growth in the number of online shoppers between Read more…
NPS® 101 – Understanding the Net Promoter Score® Can customers be a part of your sales force? Is it possible to “woo” them so much that they become advocates for your brand? Yes, of course, it’s possible. But… what does it take to convert a customer to an advocate or Read more…
Consumer Traits and How Consumers Interact – Targeting the Right Channel Did you know that your consumers can be categorised into 8 different categories based on their stable personality traits? These consumer traits include being Conservative/Open, Active/Passive and Social/Instrumental. Based on these traits, consumers can be bucketed into categories such Read more…