Hi Mahipalsinh, tell us about yourself and your background.
I possess 17 years of well-grounded experience in the IT industry, encompassing the knowledge of integral concepts. I hold a CTO position at Inexture solutions LLP with the knack of turning codes into unfailing applications.
What is the biggest misunderstanding about customer experience, in your opinion?
Well, everyone owns a different business; it doesn’t mean that a solitary strategy works in every business. There are different approaches to the domain of businesses. This is what everyone is aware of, and thus, it’s being considered that customer experience cannot be measured. However, it’s viable to a certain extent, but I do not absolutely agree with it as we can measure customer experience with performance metrics, response rates, renewals, and NPS.
Moreover, customer experience is not something that has to be nurtured to a fault. Instead, we must try to acquire omnichannel marketing. Customer experience will be unwittingly handled.
What are some of the newer CX companies/solutions you’re keeping your eyes on right now?
CX consultants identify bad and good experiences, report them and design CX improvements. However, I’ve been following: Smith+Co, TLF Research, Fifth Quadrant, and few others.
What can companies do to improve customer loyalty and retention?
Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. Here’s what we can pursue to improve these pain points:
- Make customer service a priority- even on social
- Reward your customers
- Ask for advice and listen to it
- Offer conveniences
- Don’t just ask for money. Reach them out with some substantial information, just to make them realize it’s no less than a present.
What do you think is most relevant and why: CSAT (customer satisfaction score), NPS (net promoter score), or CES (customer effort score)?
CSAT is a useful score to measure the short-term happiness of your clients, NPS targets measuring long-term happiness on customer loyalty. Compared to CSAT, NPS is claimed to be a better predictor of customer behavior and strongly correlated with measures of company growth.
How can companies better use social media in the era of customer-centricity and personalization?
It’s all about how you bring in modification with respect to the sense of social media platform’s element. Community unwittingly adopts different outlooks according to the platform they choose. So, it’s up to us (content creators) to correspond with their traits through our content. This is the perfect start to influence your audience on social media platforms.
What is your opinion on AI-based chatbots to handle customer support?
AI-powered chatbots are capable of helping a large number of customers 24/7 without the need for an actual human employee. Using chatbots as a first interaction can help identify consumer needs to easily identify more complex problems and ensure that the correct people are looking at them. Thus, I believe that AI-driven chatbots perform excellently eminently, and I’d exhort y’all to go for it.
What was the best movie you saw that has come out during this past year?
The best Movie which came out last year was The Way Back, starring Ben Affleck. It was based on Sports Drama.
Last but not least, what is your favorite CX metric?
Net Promoter Score (NPS)
Customer Satisfaction (CSAT/PSAT)
Customer Effort Score (CES)
I think they all are extensively commendable in their own way.