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…
Survey: 41% Indian consumers consider Customer Experience (CX) as a deciding factor for shopping In its 2nd edition, the Festive Shopping Index 2018 co-created by the Retailers Association of India (RAI) and LitmusWorld has been published this week. The survey aims to capture the consumer shopping sentiment this festive season Read more…
Why your CX Measurement Program Needs to be Real-Time Technology has changed customer expectations by leaps and bounds. Customers interact with brands through a multitude of channels and expect brands to deliver a consistent experience across each channel, be it a physical outlet or a website. These channels bring in Read more…
Customer-Centric Enterprises Will Win in the Future There was a time when a Ford car was available only in black because that was the car the manufacturer was producing. The idea that a customer should have a say in the colour of a car he owns was laughable. Cut to Read more…