Why you should focus on Employee Experience (EX)?
“To win in the marketplace, you must first win the workplace” – Doug Conant, Former CEO, Campbell Soup. Happy customers start from happy employees. So, when we speak about customer experience and why it’s so important, we must also address the importance of employee experience. If your employees aren’t satisfied with the company, then you […]
How to Generate Sales Through Customer Feedback
In this digital age, when there are many online platforms for customers to review businesses, feedback can be both an asset and a liability. Brands that ignore the power of feedback would not be able to remain competitive in the market. Therefore, it’s important that businesses utilize it to improve their service, fix pain points, […]
Why is CX Important in Banking?
The role of banks as the mediator between people and their financial needs have only amplified in the recent past. But, as much as banks continue to play a significant role in people’s lives, the competition they face has also increased. There’s also the bitter pill that customers don’t necessarily enjoy banking as they face […]
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 […]
Digital Changes in CX after Covid-19
The global pandemic, COVID-19 has subjected global activities to a lot of changes. As businesses are beginning to brace the new normal, it’s important to consider how customer perceptions, requirements, and behavioral patterns have changed over the course of time. The digital space is an unignorable facet when factoring post-pandemic transformations. As the public has […]
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” […]
The Importance of Having CX Professionals in Corporations
Every business is a customer-centric business because every corporation functions with the aim of serving the customer. But, how well does the importance of customers resonate within your organization? How well is it embedded in every segment of your corporation? Do your employees prioritize customers as much as you expect and emphasize? These are some […]
CX Do’s and Don’ts in Retail Industry
The retail industry can massively gain from customer experience because of its close-bound relationship with customers. This is especially true for stores that have many competitors selling close substitutes of its products and want a non-price strategy to set them apart. However, when designing an effective customer experience strategy, it is important to have a […]
Solving Customer Pain Points
Customer pain points are various problems your clients experience with regards to your brand and the product. In one of our previous articles, we explained the main types of customer pain points such as, financial, support, process, and productivity and how they negatively impact customer experience. Here, we are going to take you through some […]