What is the difference between customer experience and customer satisfaction

How Customer Experience is different from Customer Satisfaction

Written by Sonal Jaiswal | Evangelist, Customer Guru Before we start, let’s first understand what the term ‘Customer Experience’ means. While there is no one definition that can suffice, Customer Experience broadly can be defined as the sum total of all the experiences that a customer has with an organization across every touch-point. On the other hand, Customer Satisfaction is …

Ultimate Guide to Customer Experience, making it easy

The Ultimate Guide to Customer Experience, Lesson 2: Do you make it easy?

Guest post by Gavin Scott | Company Director, Loaf Training Ltd. Have you thought about how hard it is for your customers to interact with your business? Last time we shared the importance of providing a “Warm Welcome” and being more like a “Dog” during the early, initial interaction with customers and/or clients.  Today’s topic is how we can make …

Ultimate customer experience guide

The Ultimate Guide to Customer Experience, Lesson 1: What would the dog do?

Guest post by Gavin Scott | Company Director, Loaf Training Ltd. What can we learn about great customer experience from a dog? Do you have a dog?  Even if you haven’t you will still be able to picture this next scene.  You come home from work, you’re tired, hungry, you’ve been stuck in traffic or you’ve been penned into a …

Warren Buffett, chairman of Berkshire Hathaway Inc., speaks during an event marking Business Wire's expansion into Canada in Toronto, Ontario, Canada, on Wednesday, Feb. 6, 2008. Buffett said a credit crunch isn't under way and he forecast that the dollar's value is likely to decline. Photographer: Norm Betts/Bloomberg News

The Warren Buffett way to building Customer Loyalty

Written by Kushal Dev | Co-founder, Customer Guru Warren Buffett is an American business magnate, investor and philanthropist. People around the world recognize him as one of the most successful investors of our time. He is the CEO of American multinational conglomerate Berkshire Hathaway and has consistently been ranked among the wealthiest people in the world. Buffett’s autobiography, The Snowball had been …

woman feedback

Want to be amazing at customer feedback surveys? Here’s how! – [Part 2]

Written by Vivek Jaiswal | Co-founder, Customer Guru In 1899, the Wright brothers began developing a plan for the first airplane. One that would actually take-off. By 1901 both Orville and Wilbur Wright had created a glider that would fly, but it didn’t work to their plan. In the winter of 1902, with the help of a mechanic – Charlie …

WOMAN THUMBS UP

Want to be amazing at customer feedback surveys? Here’s how! – [Part 1]

Written by Vivek Jaiswal | Co-founder, Customer Guru Procuring feedback is not an easy task, yet it is one that is worth all your efforts. Organisations – around the world – with amazing customer experience and loyalty, all have one thing in common; they have nurtured a customer centric culture throughout their company and open their doors to all sorts …

worried girl

The Worst Advice We’ve Ever Heard About Customer Loyalty

Written by Vivek Jaiswal | Co-founder, Customer Guru A number of people claim to know a lot about customer experience and loyalty, but how much of what they advise should you believe? If they don’t have the evidence to prove that their tactics work then why should you even listen to them. After all actions speak louder than words. Throughout my …

Friendship and celebration concept. Group of teenagers having good fun on the city streets jumping up in air.

5 Ways to Deliver Excellent Customer Service to Millennials

Guest post by Veronica French | Growth Marketer, Talkdesk Millennials are one of the biggest spenders in the marketplace. According to a study conducted by Accenture, millennial shoppers spend $600 billion a year in the United States alone. Failing to attend to their specific needs throughout the customer journey, especially after they purchase via great customer service and support, is a …

The Ultimate Cheat Sheet of Customer Loyalty

The Ultimate Cheat Sheet on Customer Loyalty

Written by Vivek Jaiswal | Co-founder, Customer Guru How do you grow your business? A traditional marketer would say – increase your market share or increase wallet share from your existing customers. On the other hand, a modern marketer would say – develop customer loyalty, which will automatically produce increase in market share and wallet share. In the era of internet and smart …

Top 10 must haves for customer centric leaders

Top 10 Must-haves for a Customer Centric Leader

Written by Vivek Jaiswal | Co-founder, Customer Guru 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 to serve the customer and give them the best experience possible. Not all customer centric leaders possess …

How to solve the customer loyalty problem

How to SOLVE the BIGGEST Problem with Customer Loyalty

Written by Vivek Jaiswal | Co-founder, Customer Guru What is the first thing that comes to your mind when you think of customer loyalty? Is it a customer that sticks by your company through thick and thin or is it those loyalty cards that many companies use as an excuse for building customer loyalty? If it is the latter, you’ve got your whole …

4 simple steps to make the most of VoC

4 Simple Steps to Make the most of the Voice of the Customer (VoC)

Written by Vivek Jaiswal | Co-founder, Customer Guru Voice of the Customer (VoC) is much more than an actual voice. It is a combination of voices captured at various customer touch points. It is an intricate process used to capture both quantitative and qualitative information from customers. Information such as their requirements, preferences and feedback; in other words, a gold …

Differences between Product Centric and Customer Centric Companies

Differences between Customer Centric and Product Centric Companies

Written by Sonal Jaiswal | Evangelist, Customer Guru “Customers don’t know what they want until you show it to them” ~ Steve Jobs “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better” ~ Jeff Bezos I started today by encountering …

4 Hard-hitting reasons why customers think that you don't care about customer experience

4 Hard-hitting Reasons Why Customers Think that Companies Don’t Care about Customer Experience

Written by Sonal Jaiswal | Evangelist, Customer Guru How many times have you heard a friend or relative say “I had a terrible experience with [a company or brand]?” Well remember that news of bad customer service reaches more than twice as many ears as a praise for good service, and that’t not good news for companies. Customer support teams may …