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Customer Experience Management

10 Qualities of Voice of Customer (VOC) Interviewers

10 Qualities of Voice of Customer (VOC) Interviewers

Voice of Customer Interviews are very critical because it is not easy to get quality time from customer to share their views. When such an opportunity culminates, the VOC interviewer has to be effective enough to make the best out of it. Here are 10 qualities that are critical for any VOC interviewers: Good interviewing […]



6 Grounded Customer Retention Strategies for e-Commerce Businesses

6 Grounded Customer Retention Strategies for e-Commerce Businesses

It is believed that in India, online retail sales will grow by 51% to touch US$120 Bn by 2020. Some of the leading eCommerce companies are Flipkart, Amazon India and Paytm Mall. Current mobile internet penetration in urban India is around 57% and rural India is at 18% only. The penetration of mobile internet have spurred […]



Customer Journey Mapping Definition

Customer Journey Mapping Definition

Customer Journey Mapping Definition: Customer Journey Mapping (CJM) is a framework to explore all possible scenarios of customer’s journey so that we can implement the best design. It plays an very important role in Customer Experience (CX) Management and Customer Experience Re-design. As an approach, in Customer Journey Mapping, we create a map of the customer’s journey […]



Pem ern to, fogoff

Pem ern to, fogoff

Yes, you read it right, “Pem ern to, fogoff!”. In Minionese, it means “We love you, Customers!”As crazy as they may sound, the mascots of Universal Pictures are intelligible role models carrying a univocal message on Customer Experience for all of us. Let’s see what we can learn from these yellow childlike creatures.  Here are […]



Check Sheet to Evaluate Touchpoint Efficacy

Check Sheet to Evaluate Touchpoint Efficacy

Building an excellent rapport and loyalty with customers isn’t another management fade. It is about building trust and that cannot be done overnight. We all know this and there is nothing new about this. Here’s what we need to know about building Customer Loyalty. It is not merely about your genuine desire or interest in […]



7 Acts of Customer Centric Professional

7 Acts of Customer Centric Professional

I was shook up from a deep slumber by a voice that sounded like my school headmistress “Sir, do you want to buy anything”. A 2 hour evening flight is just right to catch up with some sleep. Seeing me wake up, the person sitting next to me seemed relieved(may be because of my snoring). […]



Customer Experience Quotes 133

Customer Experience Quotes 133

Customer Experience Quotes Here is one of the most inspiring Customer experience quotes to delight customers and customer retention. Do not be in a hurry to tie what you cannot untie. – English Proverb Take away for CX Professionals Overpromising is a bad strategy when it comes to customer retention. Get a PDF copy of […]



Customer Experience Quotes 132

Customer Experience Quotes 132

Customer Experience Quotes Here is one of the most inspiring Customer experience quotes to delight customers and customer retention. Welcome the coming, speed the parting guest. – Homer   Take away for CX Professionals It’s good news when some customers leave you. Get a PDF copy of various elements of Employee Journey Map Download Author […]



Customer Experience Quotes 129

Customer Experience Quotes 129

Customer Experience Quotes Here is one of the most inspiring Customer experience quotes to delight customers and customer retention. All looks yellow to the jaundiced eye. – Alexander Pope Take away for CX Professionals Introspection is an effective tool to arrest customer churn. Download Customer Churn & Retention Management Report Download Author is an expert […]



Customer Experience Quotes 128

Customer Experience Quotes 128

Customer Experience Quotes Here is one of the most inspiring Customer experience quotes to delight customers and customer retention. Never make a threat. Reason with people. – Mario Puzo, The Godfather Take away for CX Professionals Never, ever use coercion to retain customers. Get India Centric Customer Experience Trends Report Download Author is an expert […]



Customer Experience Quotes 127

Customer Experience Quotes 127

Customer Experience Quotes Here is one of the most inspiring Customer experience quotes to delight customers and customer retention. You cannot shake hands with a clenched fist. – Indira Gandhi Take away for CX Professionals Never snab a customer in despair. Download 7 Acts of Customer Centric Professional Download Author is an expert in customer […]



Customer Experience Quotes 126

Customer Experience Quotes 126

Customer Experience Quotes Here is one of the most inspiring Customer experience quotes to delight customers and customer retention. The biggest problem in communication is the illusion that it has taken place. – GB Shaw Take away for CX Professionals Customer retention is just communication, communication & good communication! Download XL based Touchpoint Assessment Check […]