7 Key Themes of Customer Emotions I enjoy my role as a customer. I take it quite seriously. Over the past 25 years, I have probably signed up for every loyalty program that brands have offered me. I have tried to be participative in many of their campaigns and feedback, Read more…
VOICE OF AMBASSADORS The Secret Sauce For A Dish Called Response Rate I am a hardcore foodie! If there is one thing that catches my attention every time while reading a menu, it’s “secret sauce”. The Secret sauce is what makes a dish magical! Response rates have the same kind Read more…
Customer Experience Strongly Impacts Customer Lifetime Value Every buyer is a non-buyer According to a recent Salesforce report, only 21% of marketing leads (potential buyers) actually end up buying. That’s a huge gap of 79% – a gap that most successful organisations are focused on. Converting a non-buyer requires time Read more…
Why Customers Love Engagement and how it Translates into Great Customer Experience Imagine this scenario: A customer has a query and the first thing he does is to find your social media page and write a post. It goes unanswered for a few days. What impression does that leave of Read more…
Do You Know Your Ratio of Positive to Negative CX Feedback? Metrics are a foundational element of every Customer Experience (CX) program. With all the metrics available–including industry-standard ones and internally-developed ones–it can be hard to determine which ones to track on a regular basis. CX practitioners know that many Read more…
Are we Unleashing the Power of Intelligent Machines? As we have evolved, in our pursuit for safety, security and happiness, we have evolved machines around us to pursue our goals more efficiently and effectively. Our ancestors worked with simple machines like lever, pulley, wedge etc that helped them direct their Read more…
Improving Stakeholder Experience. Made Simple. A crucial component of the success mantra of businesses is stakeholder experience. The importance of internal and external stakeholders, mainly employees and customers, and the link between these two key stakeholders to profitability and growth forms the basis of the service-profit chain theory. From employee Read more…
Customer Experience: It’s Not Rocket Science. It’s More Complicated. It is apparent in almost all markets around the world now that growth comes from keeping and growing current customers. Even in markets like India, the acquisition of new customers–both from competition and new-entrants through social mobility–is slowing down. This brings Read more…
How Croma Strategically used Employee NPS Score to its Benefit Croma improved its eNPS score by 59 percent over six quarters by creating pulse conversations with 3,000+ employees through the LitmusWorld platform.
What are thousands of Indian shoppers saying this festive season? In association with Retailers Association of India (RAI), we have initiated structured conversations with Indian consumers backed by a LIVE analytical dashboard to provide comprehensive knowledge and insight on what shoppers are looking forward to, this festive season. 86% respondents are excited to shop this coming festive season! Based on the insights Read more…