The importance of the Customer Experience Strategy has grown exponentially over the past few years. It continues to rise as businesses consider customer experience metrics an essential element in creating sales and customer value. In this digital world Brands keep the customer at the center, and mapping the customer journey is one of their development
You might be familiar with the Pareto principle (the 80-20 rule), which essentially means that 20% of your customer base will generate 80% of the business revenue. That is why you see many industries and organizations trying to interact with that 20% of their customers through client communications via correspondence emails, welcome kits, forms, vouchers,
With the introduction of multiple purchase channels, customer purchase behavior has evolved in the last decade. Customers prefer personalized and bi-directional communication for a better experience and don’t mind paying more for exceptional customer service. A report from Epsilon says 80% of customers are more likely to purchase with a personalized experience. Making improvements in
We are in a world run by electricity, and even an hour without electricity would be disastrous. Our daily activities and basic amenities like cooking, cleaning, and sewage disposal depend on electricity. We expect uninterrupted supply and immediate assistance for Consumption Management from the Utility boards. The electricians and technicians are in service rounds, clearing
What do you do whenever something goes wrong? Now think of this from the customer’s personas. To ensure customers stay loyal to the company, almost every company has a call center. In modern competitive times, improving customer experience management strategy in call centers is significant as simply operating a call center won’t help your business.