Customer experience is defined as the sum of all the touchpoints and interactions that a customer has with a brand, product, or service. A strong customer experience adds value to the company both in tangible and intangible forms. Further, it is of primary importance when...
The unrelenting winner-takes-all war to capture the Indian e-Commerce throne! If the Titans would decide to come out of the pages of Greek mythology and into the Indian online retail market, they would go by the names of Flipkart, Amazon, and Snapdeal. The three companies emerging...
Retaining customers who browse in the showroom and purchase online. The buyer’s journey has evolved and has become more complex, intertwining between the physical and digital worlds. The primary reason for this is that consumers browse through multiple platforms before they make a purchasing decision. This...
Retail industry has been completely transformed in the last decade. We’ve all faced a shopping crisis at some point or the other. An event turns up at the last hour and the next thing we know is that we’re hunting for an appropriate attire that suits...
What should you do to improve customer experience in 2019? Whether good or bad, the experience is everything. Today, almost every company realizes the importance of providing a great experience to its customers. Most understand that this is the only factor that will help them to...
Have you ever heard of the term ‘customer-centric’? Surely, you have!Most businesses use similar terms such as ‘put yourself in your customer’s shoes’, ‘customer is king’, ‘customer-first approach’ and the like. Few of them, however, really know what it means, and even fewer actually have...
What can we learn from the recent Netflix and F.R.I.E.N.D.S. news? Netflix needs little introduction. It would not be incorrect to say that Netflix is currently the leader in the world of streaming. Founded in 1997 by Reed Hastings and Marc Randolph, Netflix offers online streaming...
How chatbots are influencing customer experience? It is not hard to imagine this scenario. We have all been there. I need to understand what this unfamiliar transaction on my bank account is. So, I dial the helpline of the bank and get to the IVR. I...
No business today can run without a laser-sharp focus on customer experience. Also, with the competition increasing every passing day, customer experience is the only true differentiator. This is all the more true for the e-commerce sector because the competition there is intense. How then,...
Software as a Service (SaaS) is one of the fastest growing industries today. Businesses are increasingly investing in SaaS solutions - so much so that nearly 73% of businesses will be purely running on SaaS applications by the end of 2020. However, customers stick to only...
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