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When a customer is seen complaining about a brand, little does the brand realize that this can be a huge opportunity to understand their own business better. Most of the brands are quite far away from perceiving complaints as a stepping stone to rectify mistakes and align customer experience with what customers want. They need to realize that although complaints might sound negative and harsh, it’s something worth reflecting on, something that could put you miles ahead of your competitors. Yes, customer complaints should rather be seen as a stimulus that shakes your business every now and then, driving a new evolution or change that otherwise might not get happen. They are meant to be embraced by your organization across all levels as this is one of the key practises that builds customer centricity. To further reinstate the impact of customer complaints on businesses, we’ve created an infographic to support our claims and also provide you with tangible tips to manage complaints better. Because hey, knowing how to address these complaints is very important when it comes to turning disgruntled customers – those who complained in the first place – into happy and loyal brand evangelists.

HOW RECEPTIVE ARE YOU OF CUSTOMER COMPLAINTS? [INFOGRAPHIC]

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Do you consider customer experience to be an integral part of your business? If so, are you rigorously listening to your customers to be able to deliver great experiences? Needless to say, the Voice of Customer is your most powerful weapon when it comes to understanding customers and their expectations. While most brands recognize this, the strategies they set in motion to gather customer opinion are nothing but ineffective and for namesake. If your organization is aiming to truly excel as a customer-centric brand and proactively meet customer expectations, Voice of Customer programs need to shoulder more purpose and also encompass the dynamics of the customer journey. We’ve come up with an infographic that explains what’s going wrong in VOC programs and how you can set them right!

Voice of customer

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What differentiates brands like Amazon and Zappos from the rest? Why are these brands brought up during any discussion on Customer Experience, in a positive manner? How have these brands garnered a loyal fan base that can’t be poached by their competitiors? The answer lies in the difference in approach. Brands that attain a Cult Status have been able to hit those heights only because their approach to running a business is not just different but more customer-focused. The other brands, however, are comfortable with the status-quo and satisfied with average profits and average results. So, what exactly is this ‘difference in approach’ we are talking about? Here’s an info graphic highlighting what Cult Brands do differently from the rest.

Cult Brands Vs. Also RANS

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The benefits of investing in Customer Experience Management have been vastly overrated. Companies tend to focus more on sales targets, customer acquisition, revenue, and a whole lot of metrics, thereby side stepping the emotional connect between brand and customer. Little do they realize that it is Customer Experience which is the centre point of processes and policies. It is one aspect that every Business needs to get right, consistently. You ultimately work FOR the customer. And if customers cannot place enough trust on your brand, neither sales nor marketing can fulfill its potential of attracting customers and generating revenue. So, how does a Customer Experience Management platform provide tangible benefits to your business? Does it have an organization-wide impact? Also, most importantly, how does it impact your profits? Here’s an infographic highlighting the 7 massive benefits of investing in Customer Experience!

Benefits of CEM

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Most Businesses are having to refocus and reorient themselves in order to survive in the Age of the Customer. The undeterred focus on Customer Experience is happening now more than ever and that means there is very little room for error. There are specific things you shouldn't be doing, certain very basic things you need to be really good at. So, find out what all of them are and use this knowledge to become a Customer Experience leader

The Do's and Don'ts of Customer Experience

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If your business is looking to improve customer experience, it needs relevant and quality insight into the needs and aspirations of customers. This is where customer feedback becomes useful. By projecting the voice of the customer, raw customer feedback data can be an integral part of your customer experience efforts. But collating feedback is no walk in the park. You need to approach the customer at the right time on the right channel. Here we examine 7 different ways in which brands can gather more customer feedback,

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If there's one element that most businesses lack in today's competitive space, it's learning how to listen to their customers. And that is precisely why they need to adopt a Voice of the Customer (VOC) program - to understand consumer needs and expectations in detail. Moreover, in order to listen effectively, businesses need to combine quantitative tools like surveys with qualitative tools like in-depth interviews and also leverage customer feedback wherever possible.

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