What Do the Customer Experience (CX) Leaders Do Differently?
Leading-edge companies outperformed lagging companies on business outcomes like profitability, quality, growth, market share, and customer retention rate. Source: HBR Seven out of ten leading-edge companies say that customer experience is a strategic priority, while nearly half of the lagging companies don’t consider customer experience important. This seems to have affected not […]
Do Customers Have a Choice in Their Customer Experience with Brands?
I recently wanted to switch my Internet connection from one location to another. I called up the customer care facility and gave my request. This process took me about 20 minutes. The service provider accepted my request and suggested that they would check the feasibility of migrating the connection to the new location. The […]
Is Customer Experience (CX) the New Brand Differentiator?
Gone are the days when people competed on product’s capabilities and pricing alone. Today’s customers have thousands of overwhelming choices, making purchasing decisions challenging to choose. The entire ecosystem has become commoditized, and how do you differentiate yourself from the pack? It has to be through Customer Experience (CX) and not just Customer […]