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A consumer-facing business often faces a dilemma about whether to improve on customer experience management or cope with its own rising expectations. The glut of choice coaxes enterprises into self-indulgent, ultimately missing the point. While contemporaries continue to garner the benefits of listening to customers’ hidden feedback through key customer experience metrics, you fail to… Continue reading 5 Key Customer Experience Metrics that Can Help You Double the Revenue

With the changing trends and the emerging need for improved customer experience, it has become crucial for brands to lay an increased focus on designing better strategies. This can be done by closely monitoring the customer behavior on every step taken and then strategizing the ways to improve the same. Several methodologies can be implemented… Continue reading Mystery Shopping for BFSI: Your Own Supervisory Tool

You always attempt to deliver the best-in-class services to attain maximum customer satisfaction and loyalty towards your brand. But there are times when, even after putting in your best efforts, you find it difficult to attain your goal. Do you know why? This is probably because you have spent most of your time on your products’ promotion… Continue reading The Secret Weapon in Your CX Assessment Arsenal

A contact center’s efficiency is determined on the basis of a number of factors, such as agents’ performance, productivity, and how well they are able to meet the varying demands of the customers. One of the most important metrics that play a significant role when determining a contact center’s efficiency is the length of time… Continue reading Tips to Improve Your Contact Center’s FCR Score

When a customer is asked about the best customer experience they ever had in their life, it would hardly take them a few seconds to smile and begin narrating the story. The same is the case when someone has had a negative experience with a brand. In short, excellent customer experience is what can keep… Continue reading Effective Ways to Deliver Top-Notch CX Every Time

Every business wants to be its customers’ preferred choice. Be it in terms of customer service, products offered, or any other, companies these days want to stay at an edge over their competitors and, hence, keep trying some unconventional ways to improve. Implementing a mystery shopping survey is one such way. Mystery shopping is the… Continue reading 10 Best Practices to Follow and Know More With Mystery Shopping