Vivek Jaiswal
Inspiration from the 90’s – The Experience Economy
This blog was originally published here. Martin Luther King Jr. rightly said, “We’re not makers of history. We are made by history.” In our previous articles, we have always talked about how critical customer experience is and how businesses must make it an integral part...
Your website is your shop, look around – do you think customers will buy...
This blog was originally published here. All of us browse online for products. But, why do such few online shoppers convert to purchasers? In other terms, what are the critical factors that determine whether a person will buy a product from your website? This article...
Getting Ready for AI – The Next Digital Frontier!
Artificial Intelligence (AI) is predicted to be one of the next big digital disruptions. According to a PWC report, the big question is how to secure the talent, technology, and access to data to make the most of this disruption. Let’s look at the growth...
How will AI redefine customer engagement?
Customer experience is the next competitive battleground. It’s where businesses are built or lost. - Tom Knighton Just a few years back, customer interactions were slow. Customers sent their queries through e-mail and spent weeks waiting for a response that might never arrive. All of…
How did the SaaS market perform in 2018?
This article was originally published here. If you are building a SaaS product, you ought to be interested in this! Software as a Service (SaaS) has become an essential part of how modern businesses operate. According to a report by...
Using NPS to grow a SaaS business
This blog was originally published here. We all know that one crucial factor for the success of a SaaS business is its cumulative revenue growth. While very often SaaS companies focus on revenue growth by means of customer acquisition only, retention and expansion revenue is...
What is a good Net Promoter Score for SaaS?
This story is a version of a post published here. What is considered a good NPS in the SaaS industry? Over the years, various companies such as Temkin Group and CustomerGuage have conducted numerous research studies to identify what is a good Net Promoter Score for…
Net Promoter Score Essentials For SaaS Businesses
This story is a version of a post published here. Here is the complete guide on Net Promoter Score for SaaS businesses Ever since Marc Andreessen coined the phrase "Software is eating the world!" in his famous WSJ article back in 2011, software has eaten…
10 simple tips to use NPS more effectively in healthcare
This story is a version of a post published here. Customer experience, undeniably, is important in any business today. However, in a healthcare business, its importance is accentuated manifold. It would not be incorrect to say that no other industry sees a closer bond between the...
Patient satisfaction survey
This story is a version of a post published here. How to use patient satisfaction survey to improve patient experience? Patient satisfaction survey is perhaps the most important tool that hospitals have. Unfortunately, most hospitals fail to utilise the patient satisfaction survey data to improve…
Using customer feedback to build the right product roadmap for SaaS
This story is a version of a post published here. The new product roadmap framework: customer feedback Today, developing a SaaS product and launching it in the market is easier than ever before. The good news is that there is a market for almost every…
How to Create an Experience that Customers Would Love to Pay a PREMIUM for!
This story is a version of a post published here. Customers today value their experience with a company a lot more than the product or service. Helpscout quotes McKinsey in their blog saying: 70% of buying experiences are based on how the customer feels they...
LOVE your Customers and they will end up MARRYING your Brand!
This story is a version of a post published here. How to pave the way for customer loyalty by focusing on customer experience? Studies have time and again proven that awesome customer experience is directly linked to customer loyalty. Imagine this: a restaurant where you…
8 Things Your Competitor can Teach You about Customer Experience
This story is a version of a post published here. What runs through your mind when you read a positive review of one of your competitors? Is it anger, jealousy, or a drive to surpass the customer experience that they provide? I’m sure you would welcome...
Lessons on Customer Experience from the Oracle CEO, Mr. Mark Hurd
This story is a version of a post published here. I was recently watching a keynote by Mr. Mark Hurd, Co-CEO of Oracle Corporation, that he delivered at the Modern CX Conference of 2015. The talk was insightful and I will discuss some of my observations...
3 reasons that completely sell the idea – Customer Experience is the NEW Marketing!
This story is a version of a post published here. At the cost of repetition, let me tell you that customer experience is the new marketing. I don’t say this, but Mr. Steve Cannon, the President and CEO of Mercedes-Benz, sure does! Cannon says that in...
Startup Success Mantra: Stay Insanely Focused on Customer Experience from Day ONE
This story is a version of a post published here. Why should startups focus on Customer Experience from day one? Startups generally have access to limited resources and, after allocating resources to product development, marketing, sales etc., early stage startups are left with very little…
6 Most Easily Accessible ways to collect Customer Feedback
This story is a version of a post published here. Why you should be collecting customer feedback? If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary. Understanding how customers view your products, services and…
Top 10 Must-haves for a Customer Centric Leader
This story is a version of a post published here. Customer centric leaders come in all shapes, forms and sizes. I’m just kidding, they aren’t products that you can pick from a supermarket shelf. Nevertheless they all have one thing in common: a profound passion...
Amazingly SHOCKING Customer Experience Story: Ritz-Carlton does it Again!
This story is a version of a post published here. Go the extra mile, it is never crowded We have shared incredible stories from around the world – stories that highlight how simple things could create customer delight. Today we are sharing yet another customer…