Here we are at the last blog of our series. Previously, we discussed the various types of experiences that combine to form Customer Experience.
We dived into the concepts of CX around the brand, product, service, contact center, and in-store. The only aspect missing is Delivery.
With a boom in the online shopping culture and doorstep delivery of products and even services, Delivery Experience has become an important part of Customer Experience.
In the case where your brand deals in e-commerce, all your customer touchpoints get generated online. …
As we near the end of our series of blogs on Customer Experience, here’s a quick recap. We discussed how Customer Experience is not a stand-alone concept, rather it is a mixture of multiple experiences like brand experience, product experience, service experience, and contact center experience.
Talking about contact centers, we uncovered how these hubs meant for establishing communication between the brand and the customers, are an important source for the enhancement of CX. And similar to contact centers, another important CX Experience is the In-Store Experience.
Even when the world is drastically shifting towards online channels for purchases, brands…
From our previous discussions, we know that Customer Experience is a mixture of multiple experiences. In the last blog of the series, we talked about Service Experience, how it is different from Product Experience, and how brands can use it to enhance their CX.
And one important service that any organization, whether product-oriented or service-oriented, cannot miss, is the Contact Center service.
A contact center is a communication hub that links your organization to the customers. …
Customer Experience is a combination of multiple experiences and each of these is interdependent and interlinked. As we discussed in our previous blog, Product Experience is an important part of CX for brands that deal in products.
However, not all brands are based on tangible products to provide for a remarkable customer experience. Some brands are partially or fully dependent on services.
Services, unlike products, are intangible, inseparable, variable, and quickly perishable. And to be able to enhance CX for a service-providing firm, it is necessary to understand and prioritize Service Experience.
In this blog we shall dig deeper into…
The last time we met, we discussed how CX is not a single concept, rather it is an amalgamation of a variety of interdependent concepts. The first concept in this mixture was Brand Experience and we learned how the simple color, design, and logo of a brand can create a huge impact on its image and personality and the overall CX.
However, with brand experience, you can barely scratch the surface of CX. With a strong brand experience, you can leverage brand equity and word of mouth. This can be crucial to attract and bring customers to your doorstep. But…
From the previous blog, we know that Customer Experience is not a stand-alone concept. Rather, to be able to understand CX completely, you need to study the various types of experiences that cumulatively form customer experience. And the first to fall in line is Brand Experience.
An organization wanting to enhance its CX must focus minutely on how it defines its brand and what the brand speaks about it. A brand is not just a combination of name, color, and logo. …
What kind of organization doesn’t want to have loyal customers, an edge above the competition, greater revenue, and expanding market share? However, achieving this is not a cup of tea. And an important piece in this puzzle is Customer Experience.
So, ideally, business strategies must evolve and focus around CX. Now an important question that every organization deals with is, how to enhance their Customer Experience? Simple! Enhance each type of experience that aggregates to form CX.
Confused? Let’s look at this new concept of CX in detail.
From the varied information sources, we have the birds-eye view of what…
A Delightful Customer Experience is the ultimate goal for any brand. After all, it has its manifold benefits too.
In our last encounter, we discussed what post-sales activities include. And how these help in creating better pre-sales moments, hence completing the circle of pre-sales and post-sales.
Now in this final piece of the series, it’s time to understand how we can use the combination of pre-sales and post-sales to generate a remarkable customer experience.
According to Forbes, about 96% of customers feel that a positive customer experience is an important factor in deciding their loyalty to a brand.
In the previous article, we left at the node of how pre-sales contributes towards the creation of delightful post-sales moments.
And the next point of our concern was whether post-sales moments also reconnect with pre-sales by leaving some trails behind?
One might assume that as post-sales or after-sales activities are conducted after the sales are done, what possibly could they contribute to pre-sales?
Think of it as a ring, the head meets the tail eventually. Similarly, post-sales moments lay the foundation for the next round of pre-sales.
Without further adieu, let’s understand how?
Post-sales moments are meant to create comfort…
It is often a question of concern, which approach is better — pre-sales moments or post-sales moments?
Pre-sales and post-sales experience are as critical as purchase experience for a complete and memorable customer experience.
Moreover, perfectly designed pre-sales moments can help to create delightful post-sales moments and vice versa.
It’s like an end-to-end connection that combines the entire sales process in a thread that goes on in a perfect loop. Confused? Don’t worry, we shall discuss this in detail.
Meanwhile, let’s begin by knowing the actual work that is involved in the pre-sales phase!
Pre-sales moments are like trailers of…