For all businesses, it’s important to have an appropriate onboarding process with an excellent customer success team taking care of the customer journey at each and every touchpoint. Even after customers are completely satisfied, it's crucial to engage with them on a regular basis so...
What is the difference between merely and totally satisfied customers?“Hardly matters”, most of us would say.However, Xerox Corporation discovered that its merely satisfied customers were six times less likely to buy again than its totally satisfied customers.Are we aware of the facts? Apparently not.According to...
American Express is a well-known name in the financial sector and the brand has always been applauded for its excellent customer service capabilities. Amongst the tons of differentiating aspects, the major one is that it empowers its customer care professionals to do what’s right for...
Many companies spend a considerable amount of time listening to customer complaints or apprehensions and collecting customer feedback. However, very few are actually able to do something about them. To add to this, there are customers that never showcase their true thoughts, making it all...
Customer Success and Customer Support are linked but different disciplines -- and they require different mindsets and playbooks to win. And they sure do have different definitions.Image sourceCustomer support aims at providing customers with what they require. Customers have a query, the support team answers...
Customer churn is a real problem, let's address it! Historically, companies have perceived that acquiring new customers is a one-stop solution to all their problems. Their approach is best described by these lines:“Get a lot of people through the door and we are bound to keep...
“Your website should cause an action, not just a reaction.” - Elle Robertson.With the massive growth of e-commerce, brands today need to have a solid online presence. And, the website forms an integral part of this digital marketing strategy. The primary purpose of inbound marketing...
Delivering great Digital Experience is the foundation of delightful Customer Experience.To capture the expansive opportunities that digital services and operations offer, organizations should structure their operating model so as to offer a better customer experience. Studies have consistently demonstrated that companies with solid customer-centric strategies...
Culture outperforms strategy every time. And culture with strategy is a lethal combination - it is unbeatable. Unfortunately, most organizations don’t get this and consider culture and strategy as two different dimensions. The top managers realize that a positive culture is important for growing the...
Millennials? Who?Millennials are those people born between 1980 and 2000. And, often, they give a hard time to marketers who’re attempting to understand this key demographic group and to design their initiatives specifically for this crowd. Millennials are important bunch - and for good reasons:...
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