Blogs

You must have read all the books about customer experience and yet haven’t had success in creating the right kind of engagement to improve your consumers’ experience while using your products and services. There is no single way in which you can win your customer’s heart. When it comes to customer experience, you generally would learn from your own experiences.

Measuring KPIs is critical in almost every aspect of a business to determine what is and isn’t functioning. Initiatives come and go based on their ability to meet or exceed expectations. Customer experience efforts, on the other hand, appear to elude measurement at times. It’s not without reason.

“Companies who implement a voice of customer (VOC) strategy generate a 10x greater year-over-year increase in annual company revenue,” – says research by The Aberdeen Group.... Today’s tech-savvy customers search for information about bank products and services using forums, social media, review sites, and other online resources. At the same time, they do not hesitate to share feedback about their own customer experiences using the same channels — rating the products...

A recent Forbes article by Roger Dooley on how a few financial institutions were able to emerge as the biggest mortgage lenders will blow your mind off. The article goes on to list some of the recent trends for the success of a bank.... While this Forbes article was published as recently as June 2020, Clootrack had analyzed the category adoption factors for Banks about a year back, around June 2019. The factors were listed based on consumer insights derived from thousands of social media conversations

Customer experience has become the next battlefield for brands!!... Those days are over when companies were competing solely on product, price, and promotion. Brands that get this fast and right will go on to create long-lasting customer relationships.... Based on market research, “57% of online shoppers said they’ve stopped buying from brands because of a bad experience, or a competitor that offered a better one.”...

The rapid spread of the Covid-19 pandemic has brought a dramatic impact on all industries, including air travel. As passenger traffic has drastically reduced due to fear , airlines and industry experts are coming together to relook at the way health and safety of passengers can be brought to the forefront in these COVID times.

The COVID-19 pandemic has pushed brands and the whole world into uncertain territory. With so much uncertainty, brands have big questions lingering in front of them.... Should they even advertise at all? If they have to advertise – what should they advertise and what should they avoid? Should brands play a role to fight the coronavirus? Do consumers want brands to address the COVID-19 pandemic in their advertisements?

COVID has fundamentally transformed the customer/retailer relationship. The ‘in-person’ shopping experience has been stripped of all of its personable elements, reduced to a stilted, ‘essentials-only’ version of itself. While this is important and right for public health, it presents a new way of looking at shopping and brings into question what we enjoy and value about it. If the world was slowly ramping up to one where online retail was the norm, COVID has been the push it needed to reach the next level.

The consumer is in charge, and he has power like never before!! This has caused a major shift in the entire art and science of marketing.... It is no longer acceptable to consumers of a company to simply tout its products or services. It is no longer acceptable for a marketing team to throw lots of direct sales campaigns against the wall and see what “sticks.” These things are expensive, and, in today’s environment, they fail.