Why Is It Important to Measure Customer Effort Score (CES)
Today, customers are hunting for convenience and ease. They are no longer ready to go through a time-consuming buyer journey to get hold of “fabulous” products. The pandemic, COVID-19, has made it clearer with customers switching to online stores, relying on doorstep delivery, and expecting prompt service. Have you ever considered how easy or difficult […]
The Main CX Terms that You Should Know
Although Customer Experience (CX) is a mature concept, it’s recognition as a standalone field with separate strategies and practices is relatively new to the business world. But, the importance of CX is being realized by both small and large companies today. If you are new to the field of CX or hoping to integrate CX […]
CX as an Opportunity on the Markets
Although CX has been repeatedly indicated as a top priority in the business industry at present, the statistics present a different story. While companies are beginning to realize its importance, only 24% take the effort to measure the impact of CX, and just 1 out of 10 companies actually do it right! Thinking what could […]
5 Key Steps When Approaching CX in Retail
If you are in retail, you are in the front-end of the business industry –the closest to customers. But, then again, you are not alone. Unless you are providing a product or service with an impeccable Unique Selling Point (USP), you would have many rivals racing in the competition to acquire the largest customer base. […]
CX in Pharmaceutical Industry
As an indispensable component of the health sector, the cus is rapidly developing with the advancements of technology. With the growth, pharmaceutical companies are looking for ways to differentiate their interactions with customers to gain a competitive advantage in the market. But, that’s not it. Customers are looking for a difference too. According to a […]
The Transition from Products to Experiences in CX
A decade or two ago, customers were hunting for fabulous products. But, it’s no longer the case. Today, they look for unique experiences and emotional connections with a brand. Why have things changed? Over the years, the boost of e-commerce and the rapid influx of choices into the market has made “buying the right product” […]
Why Customer Journey is So Difficult to Manage in Retail Industry?
Mapping the customer journey is a key element in every Customer Experience (CX) strategy across all industries. Essentially, a customer journey outlines all the major phases a client passes from the first encounter with the brand. It includes awareness, consideration, purchase, and post-purchase. Within the journey is a host of touchpoints that outline every engagement […]
How to Get Started with My CX Strategy if My Service Business is New to It
Running a service business in a competitive arena is not easy, and you have to utilize every measure possible to generate sales and grow your brand to rise through the ranks. Customer Experience (CX) can help you with this and it’s a ripe field full of opportunities waiting for you! But, as a beginner, you […]
Why You Need to Embrace Both CX and EX
Customer experience (CX) and employee experience (EX) go hand in hand. It’s a classic ‘chicken or the egg?’ scenario, and it’s still debated whether scoring top grades in EX leads to better CX, or whether instilling a CX mentality leads to better EX – or both. Regardless, these concepts are representative of a new way […]