NPS® 101 – Understanding the Net Promoter Score® Can customers be a part of your sales force? Is it possible to “woo” them so much that they become advocates for your brand? Yes, of course, it’s possible. But… what does it take to convert a customer to an advocate or Read more…
Consumer Traits and How Consumers Interact – Targeting the Right Channel Did you know that your consumers can be categorised into 8 different categories based on their stable personality traits? These consumer traits include being Conservative/Open, Active/Passive and Social/Instrumental. Based on these traits, consumers can be bucketed into categories such Read more…
Technology 101 – Everything you need to know about the Tech Evolution The early computers like the ENIAC was 2-6 feet wide, 2 feet deep and 8 feet high. With all the other paraphernalia they needed a room to be housed in. In fact, the word “debugging” started when a Read more…
LitmusWorld represents India at CREATE@ – The ‘Olympic Games’ of the startup community in Hangzhou, China The startup ecosystem across the world is on an exponential rise in leveraging new technologies to solve complex problems and digitally transform large economies. From Artificial Intelligence (AI), Blockchain, Machine learning (ML) and Data Analytics amongst other Read more…
Study:41% consumers consider CX as the deciding factor for their purchases In its 2nd edition, the Festive Shopping Index 2018, co-created by the Retailers Association of India (RAI) and LitmusWorld, has been published this week. The survey aims to capture the consumer shopping sentiment this festive season on several aspects Read more…
Why your CX Measurement Program Needs to be Real-Time Technology has changed customer expectations by leaps and bounds. Customers interact with brands through a multitude of channels and expect brands to deliver a consistent experience across each channel, be it a physical outlet or a website. These channels bring in Read more…
Customer-Centric Enterprises Will Win in the Future There was a time when a Ford car was available only in black because that was the car the manufacturer was producing. The idea that a customer should have a say in the colour of a car he owns was laughable. Cut to Read more…
5 Ways to Improve Your Response Rates We have condensed our learnings across the 125+ brands we partner with into 5 simple steps you can take to improve your customer experience and employee experience measurement campaigns. If you are already following some or all of these steps, give yourself a Read more…
Decoding NPS® Myths Net promoter approach is not “market research” but an operating management tool. Not my words, but those of the loyalty guru Frederick Reichheld when he originally propounded NPS® in his seminal 2003 HBR article “One Number You Need to Grow”. In my view, NPS® is a conversation with Read more…
The One Number No One is Talking About: eNPS Loyalty. Motivation. Passion. Growth All attributes that you want your employees to possess if you want your organisation to grow and your customers to be happy. We love our customers because they bring us revenue. We work tirelessly to better Read more…
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