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 Read more…
Retailers Association of India (RAI) commissioned LitmusWorld to conduct a customer sentiment index for the festive season and found that majority of the respondents said that they looked forward to shop during the festive season.
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 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 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 Read more…
LitmusWorld Impact Series – AmTrust Mobile Solutions “We’ve never really had a reason to look for an alternate solution to measure the temperature of the customer base, it’s been very good” – Mark Simmons, Founder and Group CEO SE Asia Read more…
LitmusWorld Impact Series – Eureka Forbes “LitmusWorld gave us a common matrix and delivered actionable insights which we could translate into key result areas for key members across the organization where everyone is measured on how we improve our scores. Read more…
LitmusWorld Impact Series – PL Worldways Limited “As soon as the customer travels, he rates us and we can react immediately”, he continues to say, “It’s easy, simple. That’s the biggest thing!” – Anil Pathak, CEO of PL Worldways, a Read more…
LitmusWorld Impact Series – Reliance Brands Limited “Retail is all about taking new leaps of faith. Being iterative, constantly looking at new things that are out there and placing enough new bets, LitmusWorld is one great bet that we placed Read more…
LitmusWorld Impact Series – Improving employee experience at Croma “I certainly feel that eNPS is a very important factor for retail. Finally, the brand is on the floor and that’s where the customer really understands the proof-points of the brand” Read more…