27 Oct
What is digital customer experience?
Digital Customer experience refers to how your customers interact with and experience your brand online. As we have said before, CX is always evolving. It is no longer simply about customer support. Rather, it encapsulates all experiences/interactions that your customers have with your brand. For example, looking up a product online, contacting support via an app, finding the closest point
12 Oct
How to deliver fantastic CX in Subscription economy
Customers across the world are changing. The world is moving towards a new business model. The shift from ‘Product Economy’ to ‘Subscription Economy’ has been a long time coming. Over the past decade, there has been an explosion of companies operating under the subscription model. Think Amazon, Netflix, Spotify, furniture rentals, and numerous others. This makes delivering good CX in
07 Oct
How is User Experience (UX) related to CX?
When we think if UX nowadays, what comes to mind instantly are websites or apps. While it may sound like a modern concept, the term UX was coined by Don Norman in the 1990s when he worked at Apple. Presently, UX and CX are mostly just used interchangeably. But, are they really the same? If not, what’s the difference between
11 Sep
3 CX basics that you should never lose sight of
Customer Experience has become the new Brand. Customer-centricity is the word of the hour. There are stats upon stats about how investing in CX is the pathway to sustained growth. More and more companies are now investing in CX Management. In fact, as per Adobe,Companies that prioritized customer experience were 3 times more likely than their peers to have significantly
04 Sep
3 Steps to start a Voice Of Customer program
Do you wish to succeed in the current market? Well, prioritizing your customers is a great step. Most astute professionals understand that pathway to sustained growth lies in Customer Loyalty. And, the best way to ensure customer loyalty is to delight customers at every important touchpoint. However, how does one go about doing that? The answer, of course is, a
02 Sep
5 reasons why you should outsource your CX program
It’s obvious that in order to grow in the current market, one must listen to and act on customer feedback. Prioritising customer satisfaction creates customer loyalty, the end goal of all CX programs. However, the big question is this. How do you get started or revamp your CX program? As is the case with most business practices, two have two
26 Aug
How to obtain customer feedback in 20 sec- NPS® 2.0
Obtaining feedback from your customers has never been as crucial as it is now. And yet, all you need is 20 seconds of your customer’s time. In just 2 questions, you can find out what your customers truly think of you. Presenting NPS® 2.0 All CX professionals know about the Net Promoter Score. Developed by Fred Reichheld, it is a popular CX
19 Aug
How to use CX data during uncertain times
The coronavirus pandemic has shaken the foundation of what we believed possible. For a while, the whole world came to a standstill. Every industry has been significantly impacted by it. Now, as people are trying to build a new routine for themselves, one thing is for certain- there is no going back. Consumers are different now. Consumer behaviour is different.
13 Aug
Why Customer Trust is the most important currency in CX
All successful relationships are built on the foundation of Trust. In a business context, Customer Trust is crucial for success. Think about it. When was the last time you bought a product from a company you don’t trust? Or subscribed to a platform notorious for horrifying customer experience? Probably never, unless you like to live on the edge.In a recent survey, 95%
07 Aug
A Quick Introduction to Alert Management System
Alert Management softwares are all the rage right now. In the context of CX, an Alert Management system centralises alerts (such as a bad feedback or low NPS®) and makes sure that they are seen by the right people. This makes it easier to act on negative feedback and keep customers happy. In official lingo, this is called ‘Close Looping’. It’s amazingly effective if you want to retain your customers
