Sonal Jaiswal

How to get customer experience right in 2019?

This article was originally published here. What should you do to improve customer experience in 2019? Whether good or bad, the experience is everything. Today, almost every company realizes the importance of providing a great experience to its customers. Most understand that this is the…

Rise of the Chatbots in Customer Experience

This article was originally published here. How chatbots are influencing customer experience? It is not hard to imagine this scenario. We have all been there. I need to understand what this unfamiliar transaction on my bank account is. So, I dial the helpline of the…

ADVANTAGES of 0 to 10 NPS Rating Scale

This article was originally published here. The Net Promoter Score (NPS) is an extremely popular metric for brands to measure and assess customer loyalty - the lifeblood of any organisation. It is a simple yet powerful metric to give an accurate picture of what customers...

Customer experience starts BEFORE THE SALE!

This blog was originally published here. My husband and I were in the process of purchasing our first car together. We were very sure of the model of the car that we wanted to purchase. However, being new to the city, we were unsure of...

Employee Engagement Lessons from Leading SaaS Companies

This blog was originally published here. What is employee engagement? Employee Engagement is the process of creating a stimulating workplace that benefits both, the employees and the employer. It is not just about employee happiness or employee satisfaction; it is much more than that. Engaged…

Why A Traditional Customer Feedback Management System Is Bound To FAIL

This blog was originally published here. In today's times, it is imperative that organizations deliver great customer experience. To be able to provide a customer experience par excellence, brands must regularly collect customer feedback in order to learn what's working and what's not working for...

CX lessons from Slack, Salesforce, Dropbox, WordPress, Help Scout, and Zoho

This article was originally published here. The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Customer experience, but of course.…

Under The Microscope – Who Is A Chief Customer Officer?

This article was originally published here. The Chief Customer Officer (CCO) is one of the newest members of the C-suite. However, the importance of their role has increased massively in the past few decades. A couple of decades back, this was an obscure term that...

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