Introduction The retail customer experience is the sum total of all in-store and online experiences that customers get across all touchpoints throughout the customer journey. And businesses seek to improve it in order to enhance customer satisfaction, retention, and metrics like repeat purchases. Businesses ask, How do I improve the customer experience? For that, consistency is...Read More
Introduction With technological ingress, sophistication has taken over customers’ minds, and they expect a seamless experience across channels. However, many organizations lack the orientation and means to track customer experience across the customer journey and instead focus on individual touchpoints. This is a half-hearted approach; Mckinsey believes organizations should rather focus on the end-to-end customer...Read More
Primer The cerebral duel between the effort that goes into acquiring a new customer and retaining an existing customer has brought customer loyalty into prominence. Research has shown that acquiring new customers costs five times more than retaining an existing one, while both bring the same value to the organization. This has led companies to...Read More
Introduction The customer is king, and everybody wants to know their opinion. This new strategy to listen to the Voice of the customer has underscored the importance of measuring customer experience metrics such as NPS (Net Promoter Score), usually offered by most customer experience management software. But is NPS a reliable metric based on which organizations...Read More
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