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@customerguru-blog
19 Customer Experience resolutions for 2019
19 Customer Experience resolutions for 2019
As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. As we move ahead, customer experience will be the only differentiator between brands. So, it is imperative that all brands focus more on the customer. These resolutions in the new year will certainly be a start!
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Why is Customer Loyalty important to a business?
Why is Customer Loyalty important to a business?
What is customer loyalty?
Customer loyalty is when a customer chooses a particular brand over the other similar providers in the market. This is so because he believes that the product and the experience have added value to him. He believes that the experience that he has had in dealing with this brand cannot be replicated by others. Such customers act as evangelists, encouraging their friends…
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How is Customer Experience defined?
How is Customer Experience defined?
Customer Experience is the only true differentiator for brands today. It is a very broad term encompassing various factors. While we believe that no one definition can do justice to this term, we’ve put together a list of definitions of CEx by experts.
“Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems,…
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How to deliver exceptional Digital Customer Experience?
How to deliver exceptional Digital Customer Experience?
Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital.
In today’s world, the word digitalhas various meaning. While for some, digital is a new way of doing business, for others, it is an innovative way of catering to their audience, while still others believe that it is being connected to everyone at all…
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Mahatma Gandhi and CX - an unlikely correlation!
Mahatma Gandhi and CX – an unlikely correlation!
How amazing is it that Customer Experience Day 2018 coincides with the birthday of Mahatma Gandhi – one of the greatest leaders of all time. Apart from giving us profound lessons on the power of Ahimsa – non-violence – Gandhiji gives us some insightful lessons on customer experience. Don’t believe us? Read on to know more!
We at CustomerGuru would like to pay a tribute to the Mahatma by sharing…
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Phrases that customers HATE to hear!
Phrases that customers HATE to hear!
Being a customer service representative is not an easy task. It requires a lot of effort and hard work, along with traitssuch as optimism and empathy. Despite their best efforts, customer service executives might not be able to please all customers and resolve their grievances. Company policies and regulations, lack of authority, and various other such reasons can come in the way of a customer…
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Customer Experience Influencers You Must Follow - Part 2
Customer Experience Influencers You Must Follow – Part 2
Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from.
31. John DiJulius Follow @JohnDiJulius
John R. DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer…
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Customer Experience Influencers You Must Follow - Part 1
Customer Experience Influencers You Must Follow – Part 1
Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success.
But as a CX enthusiast, where do you start? While there are many experts on this field, we have created a list…
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Is NPS Just Another Question In Your Customer Feedback Survey? Oops!
Is NPS Just Another Question In Your Customer Feedback Survey? Oops!
Written by Vivek Jaiswal | Co-founder, Customer Guru
Are you adding NPS as just another question in your customer satisfaction survey?
Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey. This is a…
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What More To Look For In Customer Feedback?
What More To Look For In Customer Feedback?
Most often, companies are well aware of the issues their customers are facing. And at times that could be a deterrent to taking customer feedback seriously. In several of my early discussions with clients, when I ask them to read every customer comment and act on the feedback to improve customer experience, I am told “We already know what is ticking off our customers and we are working on…
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Here's What A Customer-Centric Leader Should Look Like
Here’s What A Customer-Centric Leader Should Look Like
Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. To survive in this fiercely competitive world, organizations are prioritizing customer experience, which is the only differentiator between brands today. It’s time that companies…
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Is social media a boon or a curse for customer experience?
Is social media a boon or a curse for customer experience?
What is customer experience?
Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers. Companies that invest in building positive customer experience tend to achieve higher customer satisfaction rates, reduced customer churn and, in turn,…
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CX Lessons from the best SaaS organizations
CX Lessons from the best SaaS organizations
The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Customer experience, but of course.
This blog discusses what customer experience lessons one can learn from the best-in-business SaaS brands.
Build a robust customer success team with a…
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CX Conversations Episode #1 - The State of Customer Experience in Healthcare with Rajarshi Sen, Manager, Operations & Strategic Initiatives at Kamineni Hospital
CX Conversations Episode #1 – The State of Customer Experience in Healthcare with Rajarshi Sen, Manager, Operations & Strategic Initiatives at Kamineni Hospital
We, at Customer Guru, reckon that customer experience (CX) has become the key differentiator in the success and growth of any business. Hence, we are determined to help organizations recognize the potential that CX holds for their business.
Introducing our new podcast series – CX Conversations – where we talk to industry insiders and other CX leaders, who share their stories and experiences,…
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The leading retailer in omnichannel experience: Sephora
The leading retailer in omnichannel experience: Sephora
What is an omnichannel experience?
Omnichannel experience is not just a buzzword. Rather, it is a necessity for retail marketing today. Omnichannel experience is a revolutionary multichannel approach for marketing, selling, and serving customers in order to provide a cohesive customer experience. Its purpose is to create a harmonious and seamless customer experience across all touchpoints or…
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Starbucks Could Have Avoided Losing $20 Million, And So Can You
Starbucks Could Have Avoided Losing $20 Million, And So Can You
The leaders of Starbucks, the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot.
However, a video released in April 2018 invoked myriad emotions in people, making them not wanting to visit a nearby Starbucks any time soon; some were…
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5 Ways Startups Can Build Customer Loyalty
5 Ways Startups Can Build Customer Loyalty
A startup, a new emerging business model aiming to reach great heights in the marketplace with respect to any particular product or service, needs to create and retain customers. For any startup to succeed, what matters most is loyal customers. A loyal customer is one who enjoys the relationship with the company and loves its products and services. He not only uses the products himself but also…
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