How to Use Net Promoter Score Right?
Net Promoter Score (NPS) is a CX metric designed to measure customer loyalty through their likeliness to promote the business to others. It shows you the percentage of customers who might engage in word-of-mouth marketing, advocating for your brand. Companies worldwide utilize NPS to assess brand loyalty and gauge retention rates. But, it’s noteworthy that […]
Top 3 Customer Experience Trends to Follow
Customer experience is paramount for a brand’s growth and success. It helps you differentiate your product or service from the rest. Businesses are now making it their top priority to deliver an exceptional customer experience that serves the best interests of their customers. But, as with every other field, CX is evolving. The ever-changing buyer […]
3 Must-know Principles about Timing of Feedback Surveys
Feedback surveys are important resources that help businesses assess the quality and success of their Customer Experience (CX) program. But, you cannot use all the surveys for all purposes. There are so many types of feedback surveys ranging from C-SAT to NPS designed to measure different aspects of CX. At the end of the day, […]
How CX Impacts Your Business Revenue
Statistics show that companies with a CX-centric mindset drive higher revenue of 4-8% than their counterparts. There are many more studies that prove customer experience is an inevitable factor to boost revenue and spur growth in a business. But, how can you precisely correlate and identify how emotions of customers impact revenue? That is to […]
The Best Ways to Collect Actionable Customer Feedback
When a brand improves the customer experience, they’re likely to see repeat customers and increased patronage. According to several surveys, loyal customers are five times more likely to repurchase and are four times more likely to refer others. Meanwhile, a customer experience study on Forbes states that 32% of consumers will drop a brand they […]
3 Reasons Why You Should Invest in CX Courses
Professional CX courses are one of the best ways to understand CX and apply it to your business. You get the opportunity to learn from the industry experts and utilize their tried and tested CX tactics in your business model. But many businesses hesitate to spend on CX courses and engage in the field, believing […]
How to Retain More Customers with Better CX?
In one of our latest articles, we discussed strategies to attract customers with a strong Customer Experience (CX) program. But, you would already know that attracting customers is not sufficient for the success of the business. It’s equally or more important to focus on retaining them. Statistics show that increasing customer retention by just 5% can […]
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 […]
Customer Experience Strategy Guidelines for an SME
SMEs are upcoming enterprises that have a long journey ahead of them. With many competitors in the market and limited resources at their disposal, SMEs are facing nothing short of a tough battle in the business world. If you need a hard and fast rule to thrive in the competition, it is to focus on […]