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...
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...
“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...
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:...
A holistic picture of customer experience Companies have long been focusing on individual touchpoints that collectively complete the customer journey. As effective as this method is, however, it might often lead to a distorted picture as it might seem that customers are happy when in reality,...
If you have been reading our previous articles, you already know why customer experience is so important for your company regardless of the industry that you operate in. Today, data speaks louder than just words. Therefore, in this article, we’ll present the top CX statistics...
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...
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