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customer journey
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 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 The cerebral duel between effort that goes into acquiring a new customer and retaining an existing customer has brought customer loyalty into prominence. Research has shown that acquiring new customers costs five times more than retaining an existing one, while both bring the same value to the organization.  This has led companies to focus...
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Introduction Customer is the king, and everybody wants to know their opinion. This new strategy to listen to the Voice of the Customer metrics has underscored the importance of customer experience measuring metrics such as NPS (Net Promoter Score), usually offered by most customer experience management software. But is NPS a reliable metrics based on...
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