5 Must-Know Points When Using Microsurveys
Not many customers prefer to spend a great deal of time answering long surveys. This is why microsurveys have become very popular. Microsurveys, as the name implies, are very short surveys that require only two to five minutes to complete. Usually, microsurveys have only one question that respondents have to answer by picking one of […]
Identifying Your Customer Touchpoints
In our previous post, we addressed the importance of mapping out the customer journey(s) of your business in order to understand your customers and what affects their overall perception of your business. Touchpoints are the most integral aspect of any buying journey and they determine the quality of the customer experience you deliver. If businesses […]
What Is Customer Journey Mapping and How to Do It?
If businesses want to provide a stellar customer experience, they have to understand the customer journey of their clients first. Jaakko Männistö, in his book “The Journey – How to create the happiest customers in the world,” defines customer journey as a complete experience that encompasses all customer interactions that take place from the first […]
How to Convince Your C-Suite That Measuring CX Is Important?
As a CX professional, you would be aware that customer experience is an indispensable aspect of an organization. But, if the upper management considers it as an optional strategy that can be postponed, CX cannot move forward in the enterprise. A proper CX strategy is one that’s fully-fledged, consistent, and popular among the organization. For […]
What Is Customer Experience Management (CXM) and Why It Matters?
Placing the customer at the heart of your business is easier said than done. If you are to tap the true sentiments of your customers and evoke them to come back, you can’t do away with a great product and customer service alone. It requires effort from every branch of the business. It requires attention […]
All You Need to Know About the Net Promoter Score (NPS)
If you are just starting off with a Customer Experience (CX) program for your brand, you would know the importance of using CX metrics to measure the effectiveness of your program. Only metrics can help you understand if customers’ perception about your brand has really improved. Out of all the metrics available, we highly recommend […]
5 Key Mistakes When Measuring CX
In today’s customer-centric business world, prioritizing customers’ perceptions of your business has become more important than ever. The good news is that an increasing number of companies are adopting Customer Experience (CX) as a separate strategy to make improvements to the experience delivered to their clientele. But, only a few companies have been successful in […]
How to Start with Improving CX
Every business offers some kind of customer experience to its clients, and it greatly depends on how the brand treats its customers and its ability to influence their perceptions and persuade purchasing decisions. But, only the right customer experience, optimized for the mutual benefit of the brand and its customers will deliver the maximum results […]
The Difference of CX for SMEs vs Enterprises
Any business can be prepared to invest in Customer Experience (CX) in the motive of enjoying its benefits and supporting the growth of the organization. But, does improving CX mean the same thing for every firm? The idea of CX and the process of planning and implementation can be different for SMEs as opposed to […]