Top 5 Key Customer Experience Metrics We recently conducted a quiz with the top Customer Experience (CX) professionals in India around their understanding of Net Promoter Score (NPS)® and surprisingly, the average understanding score was only 5.4/10! 80% of CEOs believe that they deliver great Customer Experiences but in reality, Read more…
Voice of Experts VOICE OF EXPERTS Emotional Dimension to Customer Experience CX initiatives are not just about implementation! To understand if your CX initiative is hitting the nail, organisations need to analyse the 3 core dimensions of CX: Effectiveness, Ease and Emotion. Broadly put, here’s what they mean: Effectiveness – Customers get value Read more…
Marketing 101 – Customer Service & Brand Equity We recently stumbled upon Google’s locally targeted outdoor campaigns in Mumbai and we were stoked to see some of our clients there! We at LitmusWorld are proud to be associated with such global brands. Brands that have consistently surpassed their own benchmarks Read more…
6 Parameters & Questions to Judge B2B Client Loyalty One of the biggest advantages of using the Net Promoter System is its versatility. Captured once a month, once a year or every day, the Net Promoter System can help you understand customer emotions across the customer lifecycle. Uncovering insights like Read more…
B2B Customer Experience – Here’s Why You Need To Reinvent I’ve heard, “Your network is your net worth” many times, and it rings true in many different scenarios. But what does that mean from a B2B perspective? Companies may differ on what exact strategies help them achieve their business objectives, Read more…
CX Strategy Cheat-Sheet – Let’s Get Our Hands Dirty! “We have a vision. All we lack is a strategy!” – Almost every CXO… This is something we come across every second day. Almost every meeting we get in, this is a constant plea from the other end of the table. Read more…
Is your CEM solution making you money? – Driving ROI Did you know that your CEM can positively impact the bottom-line figures of your organisation? As true as it is, organisations are often hesitant when it comes to investing money in CEM as they are unsure of the elusive nature Read more…
Decoding Customer-Centricity to Drive Digital Transformation Article published by CIOL that talks about how digital transformation should be positively influenced by customer-centricity. The best way forward is to let the end result influence your decisions today.
Decoding Customer Centricity To Drive Digital Transformation Does the term ‘Customer Centricity’ sound Greek and Latin to you? Let’s catch you up to speed! We live in a world today where we must adapt to the rapid advancements in technology in order to ensure relevance and longevity. Digital transformation is Read more…
Voice of Ambassadors VOICE OF AMBASSADORS Can Omni Channel Strategies Lead To Customer Centricity? Organisational culture defined by a customer-centric approach is in a way an element of past now. Wait, what? Hold on! The idea is not to deny that a positive customer experience before and after the sales process drives repeat business, word of Read more…