VOICE OF EXPERTS Small Gestures – Creating the right experience As a Consumer Behaviourist, I inhabit the world of ‘Small Data’. I often find myself asking the questions: why do consumers behave so? And the Read more…
8 Steps To Creating A Killer CX Programme If you really want to get ahead in the game, nail down a great customer service strategy. A well-executed customer experience strategy will maximize customer lifetime value, Read more…
It’s not what you think it is: Presenting NPS® 2.0 It is probably time for a new and updated book to be written on NPS® (Net Promoter Score®). So much has changed in the external Read more…
Should data be the only core to all decisions? The use of advanced data analytics in organisations’ decision-making process has increased tremendously over the recent past. Businesses are now focusing on making a data-driven decision-making Read more…
Centralised vs Decentralised CEM When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited Read more…
Should front-line incentives be driven by NPS®? Simple, intuitive and easy to benchmark, the Net Promoter Score® is a great performance indicator to drive a short and efficient satisfaction survey and maintain healthy customer relationships Read more…
Study: Despite economic slowdown, 89% consumers show big shopping plans this festive season! In its 3rd edition, the Festive Shopping Index 2019 – co-created by LitmusWorld and the Retailers Association of India (RAI) has been Read more…
We give you the Highest Response Rates! Here’s How. Based on the innate nature of humans, people respond to surveys when they have a bad experience and want the organization to hear their plea. This Read more…
VOICE OF AMBASSADORS Wooing your biggest Brand Ambassadors! Employee experience comprises of everything from his/her interactions with their immediate manager, super boss, cross-functional teams, workplace infrastructure including the software that they use, amongst the many Read more…
VOICE OF EXPERTS 7 Tips and Resources for CCOs and C-Suite Customer Experience Leaders Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Read more…
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