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…
VOICE OF EXPERTS Want Greater CX Success? Build Your CX Success Statement What Does CX Success Look Like in Your Organization? “Our top CX goal is to create an all-around customer experience.” Sure, this sounds nice… But when you really think about it, it doesn’t really say much, does it? Read more…
VOICE OF EXPERTS The Customer Experience and COVID I have heard the saying, “If you’re not changing you’re not growing”. I have related that quote to the fact that I as a person need to try and be on the move to learning new things, looking at different perspectives and Read more…
VOICE OF EXPERTS Tomorrow Came Early – How COVID Has Spurred Digital Transformation in CX You’d be hard pressed to find some facet of our lives that hasn’t been impacted by the coronavirus pandemic. How we socialize, work, shop, dine, travel, educate our children – none of those activities are Read more…
VOICE OF EXPERTS The Return of the Village Stepback is the name of a small recreated village a few miles from my home. Roger Pierce, a master carpenter, rancher, and jack-of-all-trades, turned 100+ acres into a circa 1920s community with rustic homes, guest cabins, six wells, three active springs, and Read more…
VOICE OF EXPERTS Customer 1st Aid: The Importance of Empathy in Driving Sustainable Growth No one needs to be told that the world is in crisis right now – at times like this, it is not necessary for the obvious to be stated. Our health, our economies, our planet – Read more…
VOICE OF EXPERTS The Upside of Better Customer Experience in a Down Economy No matter where you live, there’s not a lot of upbeat coverage in the media today. COVID-19 statistics and related trends, business closures, social distancing woes, stock market gyrations—it feels like much is out of our control. Read more…