What is Customer Effort Score (CES) and Why Should You Care?

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“Dial 1 for customer service”. When a customer hears this on your IVR, they expect to be connected to an agent in a few seconds. However, if they have to choose from too many options, they may feel slightly annoyed. Our US consumer engagement survey revealed that 68% of customers reported breaking a business relationship […]

4 Loyalty Program Ideas That Can Boost Your E-commerce Sales

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If you are still wondering whether a loyalty program is worth the investment, here is what research has to say: 81% of customers are more likely to continue buying from brands that have one. The pandemic has once again reminded businesses that existing customers can contribute much more to sales than new customers.  Secondly, discounts […]

Why Do You Need a Customer-Centric Marketing Strategy and How to Build One

The challenges of marketing to customers in the midst of a pandemic have been a catalyst for innovation. Customer churn is a growing trend that is driving businesses to dig deeper into customer data for answers. It is becoming increasingly clear that a great product is not enough to keep customers satisfied. The reason: it […]

Why Omni-Channel Customer Feedback Can Make (or Break!) Things For Your Business

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  Oftentimes, businesses can end up being completely deaf and blind to their customer pain points.  Why does that happen, one might ask? It happens because more and more, it is the technology (or business processes) that end up interacting with the customers and not decision makers themselves.  Since business marketing and operations are spread […]

Tried and Tested Strategies to Build an Online Customer Community

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What if you had a loyal band of customers that preferred to buy almost exclusively from your online store? You probably think we’re too optimistic or even delusional! However, the biggest e-commerce brands like Sephora and eBay have managed to do just that. They have gotten some remarkable results by going beyond mere marketing to […]

5 Key Signs That Your Customer Success Programs Are Working

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Maintaining a high level of customer satisfaction is hard work. No wonder, many businesses struggle to retain their hard-won customers even as the cost of customer acquisition is steadily increasing. With the coronavirus pandemic profoundly altering customer behavior, many e-commerce business owners are desperate for answers.  However, a small number of businesses are confident of […]

The Future of Customer Loyalty Programs Post COVID-19

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The profound shift in customer buying behavior triggered by COVID-19 is expected to have a lasting impact on the fortunes of brands across the world. While e-commerce stores witnessed a surge in business as entire nations went into lockdown, customers have been more conscientious in their choice of products and brands than ever before. Discretionary […]

How to Leverage Email Tracking to Provide a Great Customer Experience

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As a marketing channel, email has received more than its fair share of flak for being too easy to ignore and be regarded as spam. However, it remains one of the most effective ways of driving customer engagement and repeat sales. Targeted email campaigns can be described as the digital equivalent of personalized customer experience […]

5 Tips to Consistently Ace Customer Communication

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Retention, referrals, revenue – great customer service can help you reach your business goals faster than almost any other factor. Research has proven time and again that there is a direct correlation between customer satisfaction and loyalty. While most businesses recognize this, many fail consistently to meet customer expectations despite investing in the latest technology […]

How to Improve First Time Fix Rates to Achieve Higher Customer Satisfaction

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Here’s an easy, low-cost way to increase average order size and improve customer retention: solve customer problems in the first attempt. The advantages are many: Lower operating costs, Better upselling opportunities Better customer satisfaction, and  Revenue growth.  There are many ways to measure and improve your first-time fix or resolution rate, from automated IVR surveys […]