VOICE OF EXPERTS Five Ways To Eliminate Customer Service Friction It’s been a while since I talked about the concepts of friction and convenience in customer service. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with companies that make it Read more…
Top 5 Key Customer Experience Metrics We recently conducted a quiz with the top Customer Experience (CX) professionals in India around their understanding of Net Promoter Score (NPS)® and surprisingly, the average understanding score was only 5.4/10! 80% of CEOs believe that they deliver great Customer Experiences but in reality, Read more…
Always-On v/s Annual Employee Feedback – Drive Innovation and Productivity Always-on listening enables employees to proactively share feedback at any point in time (think of the traditional “suggestion box” as an example). Feedback may include anything from improvement ideas, ethical concerns, or compliance problems. The feedback is reported to Read more…
VOICE OF EXPERTS Emotional Dimension to Customer Experience CX initiatives are not just about implementation! To understand if your CX initiative is hitting the nail, organisations need to analyse the 3 core dimensions of CX: Effectiveness, Ease and Emotion. Broadly put, here’s what they mean: Effectiveness – Customers get value Read more…
VOICE OF AMBASSADORS Building Relationships for a Better Employee Experience Employees are more like saplings. Give them a place in the sun, just the right amount of attention and room to grow and they will reap fruits. On the contrary, if you keep them in dark, hover over them too Read more…
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