In a world where technology is becoming increasingly affordable, customer experience is one of the biggest differentiators among SaaS players. There is one thing, however, that most tech companies miss: If your employees are disgruntled or poorly looked after, they will never be able to keep your customers happy. Reasserting this belief, CX expert Deirdre […]
How would you define customer service? Is it ‘the practice of helping customers with service and support’? Well, that’s the short answer. The long answer, however, is where real customer success lies. Neal Topf, president of an award-winning call center, and honoured as one of the top 25 thought leaders by the International Customer Management […]
Businesses nowadays are struggling to upgrade their customer experience strategies to reduce customer churn rate and increase revenues—leading to a better position in the market! According to Forbes, ‘’Customer experience is today’s business benchmark.’’ Therefore, we can say that it is evolving as the new norm for brands. Customers these days have a plethora of […]
From the way we connect with people to how we consume information and purchase goods—we prefer everything to be seamless and quick. The scenario is no different for your customers. They no longer just look for affordable products. They prioritise speed, accessibility, flexibility, and convenience. In fact, today, offering convenience is better than being better. […]
“Rather than making organisations focus on what they do, focus on what they deliver” – Steve Towers The digital age is changing the customer experience landscape. It is no longer enough to have a great product or the lowest price. In fact, most consumers would pay higher in exchange for a good customer experience. And, […]
Customer service has undergone a paradigm shift owing to the increasingly competitive landscape. The fundamental principle of enhancing customer experience is retaining existing customers to automatically win over new ones. A remarkable customer experience keeps your customers coming back while promoting your services to others. Businesses with excellent customer experience reported higher customer referrals and […]
It doesn’t matter how amazing your product is. If you fail to deliver a good customer experience (CX), your company is bound to lose customers and sales in the long run. A survey conducted by Oracle revealed that 86% of the customers stop doing business with companies that fail to offer a good customer experience. […]
Did you know Google searches for the term ‘customer experience’ have nearly tripled in the last decade? Why won’t they be; customer-centricity is the key to business success in the modern landscape. With customer expectations evolving rapidly, you need to create a culture around the customer and their needs. Businesses that take steps to please […]
In the long haul, customer retention pays off better than acquisition—this is why companies are focussing more on delivering a competent customer experience (CX) that makes clients stay. A survey conducted by Bloomberg Businessweek found that delivering a good customer experience is among the top strategic objectives for 80% of businesses. Moreover, a Customer Management […]
Modern-day customers demand more than just satisfactory prices and standard services. These buyers are empowered like never before, and exceptional service is the only way to stand out and drive customer loyalty. Customer experience, thus, is no longer merely a part of your strategy—it is a way of doing business and maintaining relations. In fact, […]
“Focusing on the customer makes a company more resilient.” -Jeff Bezos, CEO, Amazon Resilience and agility. The two most-spoken aspects of the business arena today. Companies that have survived the ongoing COVID-19 pandemic can confirm one thing: at the heart of their operations is incredible customer experience. Yet, this can not be the only approach […]
Modern-day businesses are competing to serve the best customer experiences (CX) possible, and rightly so. After all, the way your customers think and feel about your brand impacts their purchasing decisions. And happy customers are likely to become returning shoppers and build a strong image for your brand. Needless to say, providing great customer service […]
If we told you that you could buy your favourite product for a very good price, but the service afterwards would be abysmal, would you still go ahead and buy the product? No? We thought so too. When it comes to customer experience, much has changed over the past two decades. From selling products to […]
Your company’s relationship with the customers can be considered much more than improving your product ratings or reducing wait times. Understanding the customer journey is all about learning what your customers actually want and what their pain points are. Customers don’t just buy stuff from you. They establish a whole journey of decisions, purchases, and […]
In every medium to large business, the organisation has several teams, each catering to a different function of the business. There are separate teams for sales, marketing, research, product development, testing, manufacturing, quality, operations, finance, etc. Each team has its own set of targets and metrics which they work on diligently. However, individually these results […]
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