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 published. The survey aims to capture the consumer shopping sentiment this festive season on several 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 often results in lower NPS scores. The good experiences are often taken for granted and 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 other things. It’s an all-inclusive approach that considers the end-to-end spectrum of an employee’s experiences 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 Amazon continues to increase. Their goal is to keep the customer at the center of Read more…
VOICE OF EXPERTS Building Customer Intimacy at Scale: Transforming Customer Experience for Long-Term Play The fastest-growing companies that are dominating and winning the market today — like Apple, Amazon, FedEx, Google, Netflix, Verizon, Warby Parker — all have one thing in common: their ability to deliver not just a reliable Read more…
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…
India’s #1 NPS® Solution – Enter Your Details to Schedule your Free Demo