Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

India's brands still providing good experiences during pandemic

But there's still a lack of CX differentiation nationwide

Even though the pandemic has led to a dip in consumer spending and overall sentiment, three brands - Toyota Kirloskar, Mahindra & Mahindra, and American Express - provided consistently excellent experiences to their customers.

Based on a survey of more than 7,000 customers, Forrester's CX Index benchmarked the CX quality of 28 brands across four industries, including automakers, banks, credit card issuers, and digital retailers. In all four industries, Forrester's CX Index revealed that the ranked brands are unable to differentiate from the competition. As a result, the brands are unable to realize the full benefits of CX, which include growing revenue faster, charging more for products, and forgiveness for any missteps.

Forrester's CX Index data consistently shows that ensuring emotionally positive experiences boosts customer loyalty. Across all industries, how an experience makes customers feel has greater influence on their loyalty to a brand than the effectiveness or ease of their experiences.

In the digital retail industry, for example, among customers who felt disappointed, just 32% plan to remain with the brand, 30% plan to spend more with the brand, and 30% will recommend the brand to friends and family.

Similarly, in the auto industry, 83% of customers who felt confident during their service experience plan to return to the same brand dealership for their next service, 81% plan to spend more on the brand's services, and 84% will advocate for that dealership.

"Lack of differentiated experiences is a problem that Indian brands must solve," said Amit Bhatia, senior analyst at Forrester. "The first step to creating differentiated CX is understanding the customers' goals and what they need to achieve them. CX Index data shows that even a minor improvement to a brand's customer experience quality can increase revenue by reducing customer churn and increasing share of wallet."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)