Relevance of customer experience management in the modern world Should we measure satisfaction, effort or loyalty? We live in the age of customer — customers who know what they want, who are not shy from trying new offerings, who tell about their experience to others and customers who love listening to other customers. The range of product and … Read More
Three Things To Learn From Fraudsters They are polite, courteous and seem trustworthy. You would be clueless about their real intentions till your realize your bank account is empty or has been fleeced of thousands of rupees. We as customers expect to be treated as royalty and they treat us just the way we want … Read More
Loyalty Programs — Instilling or Rewarding Loyalty? Loyalty program has been into existence since the advent of modern day marketing. Almost all the industries, B2B, B2C and C2C, have some kind of loyalty or reward programs as customer engagement strategy. For an industry like airlines this has evolved into one of the core offering — a source of … Read More
Good Practices in Customer Experience Customer experience has become top strategic priority for businesses across globe. Different companies at different lifecycle stages across different industries are taking multiple steps to move from customer relationship management to customer experience management. But there a few practices which businesses across industries can focus on to shift towards becoming … Read More