Category Archives: Solutions

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
Linear Growth

Letting your customers show you growth

The BPO industry has witnessed a surge in the past few years. In fact, over the past decade, it has grown more than tenfold, from USD 8 billion in 2000 to USD 88 billion in 2010.

Posted by Aparup Sengupta | 28 Aug 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
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
Aegis LISA: Social Engagement Tool

Organizations need to catch up with customers on social media. Or be left behind.

When I have a bad experience with a product, the first thing I do is take to the internet to talk about it. I post my problem on the product’s blog, Facebook wall or tweet to its official account and finally, if I receive no response online, phone customer care.

Posted by Rajesh Mallaya | 23 Apr 2012