What is a Good NPS Score?
It is costlier to attract a new customer than to retain an existing one. This much has been clear for those of us heavily invested in the field of CX. Therefore, it’s important that businesses focus heavily on building customer loyalty. It not only helps in retaining clients but also attracts leads through word-of-mouth marketing. […]
4 Ways to Improve Customer Loyalty
Customer loyalty is a marker of a good customer experience. A loyal customer implies a happy customer. A report on CX trends by InMoment shows that around 60% of customers are more likely to shop from companies they prefer and 80% of customers admit that their love for a brand is stimulated by a gradual […]
Why NPS is not enough?
Ah, the NPS! The celebrated KPI was considered phenomenal when it first arrived decades ago. You might be familiar with it too. The Net Promoter Score (NPS) is a metric that helps us assess customers’ likeliness to promote or recommend a brand to others. It asks the customer to rate their answer on a scale […]
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 […]
How CX Can Benefit Insurance Companies
Customer Experience (CX) has begun to impact more and more industries as of recently, and insurance is one of them. As an industry that identifies itself as the savior of people in their toughest emergencies, insurance has a lot to gain even with a little investment towards improving customer experience. How? Choosing an insurance company […]
The Impact of CX in the eCommerce
While the eCommerce industry has definitely gained momentum over the past decade, it still has a long way to go. It is true that eCommerce stores give customers the luxury of ordering products from the comfort of their own home and get them delivered to the doorstep. But, they still cannot compete with the confidence […]
Don’t Put your CX Strategy on Hold Because of COVID-19
The world is going through an unprecedented and rapid change due to Coronavirus (COVID-19). Businesses are being forced to take extreme measure in order to stay afloat – and the retail industry is being disproportionately affected. During times like these, it is easy to let the panic take over and call an end to programs […]
The All-New Feedbackly Is Available Now!
If you’ve been following our blog in the last few weeks, you’ll know that today is the day. Feedbackly has received its biggest update ever, and it’s available now. Just log in or sign up to explore the new Feedbackly. If you’re curious about what has changed, check out our last blog post. Here is […]
ROI of customer experience
One of the great dilemmas of building a successful company is knowing that your customer experience strategy is important, but not having the numbers to prove it. Return on investment is a financial calculation, and while creating better customer experience is proven to be correlated with an increase in loyal customers, it is difficult to prove […]