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Primer  Customer experience is defined as the sum total of conscious and subconscious customer perception in relation to your brand resulting from their contact with your brand in the lifecycle of the customer. And customer experience service is the process of responding to the customer interactions to satisfy customer expectations and elevate customer loyalty. It...
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Introduction The employee experience can play a vital role in shaping the future of an organization, the HR department with the responsibility to manage human resources, understands the importance of employee experience (EX), and hence it has become the main driving force behind the HR strategies of many enterprises. What are the key challenges in...
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Primer Customers were customers, then they became guests, now they are owners. It matters what customers think about your brand, but they are not always vocal about it so you need to feel for them but how will you do it? – You can do it by collecting feedback directly from them through customer feedback...
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Introduction Customer loyalty & happiness has become a key factor in winning the customer success game as it is widely considered to be the most important tool in sales & marketing. A plan made to benefit your customers has two-fold advantages – it leads to customers’ gain & your business benefits as you eventually win...
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Introduction This is 2021. For years organizations have been concerned about losing people in their journey from prospects to customers. As a result, most have understood the importance of customer success management and having a customer success manager – a specialized role which is responsible for holding people tight in the sales pipeline throughout their...
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Introduction Retail customer experience is the sum total of all in-store & online experiences which customers get across all touchpoints throughout the customer journey. And businesses seek to improve it in order to enhance customer satisfaction, retention, & metrics like repeat purchases. Businesses ask how to improve customer experience? For that, consistency is the key...
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Introduction One thing which provides most momentum to the business development is employee engagement. What are the benefits of a happy workforce? – it leads to employee retention, enhances productivity, aids in creating customer loyalty, & increases organizational performance. Yet, this Gartner survey revealed that only 13% of employees are fully satisfied with their work...
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Introduction With technological ingress, sophistication has taken over customers’ mind & they expect a seamless experience across channels. However, many organizations lack the orientation & means to track customer experience across customer journey & rather focus on individual touchpoints. This is a half-hearted approach, Mckinsey believes organizations should rather focus on end-to-end customer journey across...
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Primer Auditing saga for small & medium businesses have a different trajectory from that of enterprises. There are some advantages & some disadvantages of being a not so big company— on the positive side they have agility & adaptability but on the negative side, they lack scale, they don’t have business momentum & consistency. Owing...
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Introduction Mechanization and organization are the benefits of workflow automation. It takes care of all the little things in your day-to-day work life so that you can focus on the big picture.  In short, business workflow automation software oils up the wheels of your business. Repetition is unproductive, even so in business – the right...
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