Charting out your CX Excellence with a CX Maturity Roadmap: Part 2 Customer experience, or delivering value to your customer doesn’t just happen. It requires certain pillars to be in alignment within an organization to be successful and ultimately derive value for you. Although you may have a task force Read more…
Charting out your CX Excellence with a CX Maturity Roadmap: Part 1 The thing you need to remember about your CX journey is that it’s not something you can do when your whim takes over and discard when you feel like it. The other thing you should remember is the Read more…
LitmusWorld CX Dictionary 40 Buzzwords Defined Understanding any industry starts with learning the terminology that is commonly used on a day-to-day basis. To help you brush up your customer experience management skills, check out this exclusive list of 40 buzzwords prepared by the CX experts at LitmusWorld that will enhance Read more…
Making Net Promoter Score® your North Star Metric Businesses are actively taking steps to grow their customer base and create brand equity. To do this, they must maintain an excellent Net Promoter Score® or NPS®. Industry specialists and businesses use it as a metric to measure customer opinions on their Read more…
Establishing accountability for CX outcomes to build linkages with internal revenue/cost metrics When we talk about customer experience, it is easy to see that it can lead to loyal and satisfied customers. From there, it is not difficult to reach word of mouth marketing and repeat purchases by this customer. Read more…
Importance of cross-functional collaboration in your CX maturity roadmap Whether you’re only beginning to put in pitstops to cater to a better customer experience, or you’re further along on the learning curve, customer centricity has become a game-changer for any business. Right from legacy firms to up and coming firms, Read more…
Importance of NPS® for Indian Banks Customers are the backbone of any business. And yet a customer’s journey, loyalty and experience are a low priority for banks. As a result of the pandemic, more users have taken to digital transactions, learning to order groceries, shopping, even doing their bank work, Read more…
21 Must-Read Customer Experience Books in 2021 21 Must-Read Customer Experience Books in 2021 We all have heard the popular saying, “Customer is the King”, but are you aware of the best ways to enhance your customer experience? To make your existing customers your loyal customers, it is important to Read more…
Closing the customer feedback loop Dear Customer, “This call may be recorded for quality and training purposes.” “If you liked our services, please leave us a rating and a review.” “We have sent you an email for your valuable feedback.” These words have become synonymous with customer interactions these days. Read more…
VOICE OF EXPERTS A Return to Customer Service After COVID-19 Everyone handles situations differently – what’s important to one may not be important to another. But at the same time, and during the “COVID era”, some go about their days as if nothing has changed. Example: Has-been musicians pontificate while Read more…