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…
Tata Power partnered with LitmusWorld to seek the voice of customers, in accordance to Tata Capital’s best practice.
Customer experience is the key agenda for a customer-centric CIO. Delivering on the customer experience promise requires new ways to design, develop, deploy and manage the underlying technology infrastructure.
Are your Customers Secretly Unhappy with your Brand? Customer service teams handle complaints every day. Even so, consumer studies indicate that most unhappy customers don’t take their concerns to companies that disappoint them. A popular metric in the customer experience (CX) community suggests that for every one complaint companies receive, Read more…
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…