CX Blog
Thanksgiving 2021 is over and here is the online spending for the three important dates for businesses.
- Thanksgiving day - $5.1 billion
- Black Friday - $8.9 billion
- ...
It is holiday time here in the US, and I was doing some online shopping for the family. There were so many brand recommendations on the internet, and I visited a brand website that I had never visited or made a purchase.
I spent a few minutes on the site and decided to move away to another site...
The way organizations execute projects has changed over time. Customers need solutions to their problems faster than ever. Irrespective of the industry, agile practices are adopted to manage projects.
Implementing CX is no different. The sooner we know the customer's problem, the...
I serve as a CX advisory for a university in the US, and we had our committee meeting last Friday.
The committee comprises senior leaders from different industries such as Banking, Healthcare, Manufacturing, Government Agencies, Real Estate, academics, Robotics, and IT.
The discussion mainly...
This week, let us look into the customer engagement practices that are adopted in the Advocacy phase. During the previous phase that is the Retention phase, we have discussed the engagement practices required to provide maximum value to the customer through our products and services.
Customer...
This week, let us look into the customer engagement practices that are adopted in the Retention phase. During the previous phase, the Purchase phase, we discussed the engagement practices required to transform the prospective customer into a paying customer.
In the retention phase, the customer...
This week, let us look into the customer engagement practices that are adopted in the Purchase phase. During the previous phase that is the consideration phase, the customer has narrowed down the options and decided to purchase a particular brand.
In the purchase phase, the perspective customer...
This week, let us look into the customer engagement practices that are adopted in the Consideration phase.
Consideration is when the customer evaluates the options for products or services that can serve their purpose. In this phase, the customer is not yet ready for the purchase but wants to...
The other day I was discussing with the team on customer engagement. We were brainstorming on the engagement practices that are outside of collecting customer feedback, sharing the results, and closing the feedback loop.
What is that one framework we can use and whom we need to involve in...
The more the customer is comfortable with us better the customer experience.
In the CX space, there are many metrics which we use and categorize as leading and lagging metrics. These metrics are essential to keep the customer happy and the business on track.
But it is the customer's comfort...
After the experience I had last week, I was wearing my CX hat and looking for opportunities for improving the process. According to me the main cause for the frustration was “getting stuck during the second step in the authentication process that too just before the purchase”.
I...
I started my weekend with a laundry list of things to be done to get ready for next week.
I need to buy a laptop, the make and the model is available online, and I went to the website, logged into my account, selected the item, added it to the cart and what happened next is as below.
- To verify...
