Category Archives: Business decisions

revenue generation

How Customer Experience Maps can lead to better Revenue Generation

It is widely acknowledged that providing your customers with a great experience can lead to better revenue generation. EBay even claimed in its 2012 Spring Seller Update that a higher level of service increased active

Posted by Chris Luxford | 27 Nov 2012
positive experience

How “Value Chains” have become “Value Constellations”

Value is the real service traded in any transaction. Companies provide their customers with the value they require for a price, so everyone profits in the long run . But the process by which this passes from organization to customer is undergoing a massive transformation today.

Posted by Chris Luxford | 23 Nov 2012
Customer-Experience

How your Company can Assess Customer Experience Intuitively

Providing a great customer experience is not a well-kept secret that only companies like Amazon can access. In fact, the best customer service I get today is at my local hardware store.

Posted by Chris Luxford | 27 Oct 2012
Brand Differentiation

Three Simple Steps to Differentiate Your Brand

To state a truism, it is an incredibly competitive world that we live in. And you need to keep your brand visible from the clutter with smart, sustainable tactics.

Posted by Chris Luxford | 17 Oct 2012
Successful Business People Showing Thumbs Up.

A Weapon called CX

We live in a hypercompetitive world where the battle for the customer’s wallet will continue unabated. And only those who play the game better will win.

Posted by Anil Nair | 26 Jun 2012
SocialEngagementEffort

Common pitfalls observed in social media customer engagement strategies

When you think about brands like Zappos and Southwest Airlines, what’s the first thing that comes to mind?

Posted by Rajesh Mallaya | 19 Jun 2012
Brand Choice

Why Customer Experience Can Make or Break You

Imagine a day in the life of a consumer (me):

I walk into a store to buy a gadget from Brand A. I notice that Brand B has a gadget with similar features on sale, at a significantly lower price. As a customer, I realize Brand B “is good enough” it gives me what I want at a lower price, and I decide buy that instead. There is no possible reason that I would stick to Brand A.

Posted by Chris Luxford | 23 May 2012
customer care

Top Eight Considerations to Look for in a BPO Partner

Businesses really cannot afford to compromise on customer care and experience. Unfortunately, however, it is often the case that in the focus to improve revenue streams and cut operating costs, many businesses risk lowering the quality of their customer care.

Posted by Aegis | 21 Sep 2011