According to Marketing Metrics, the probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%. That
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Category: Customer Experience
With worldwide air traffic projected to double in the next twenty years, the aviation industry is one of fastest growing industries in the world. What makes this
A big challenge for the airlines industry is that air travel, as a product, has become commoditized. The emergence of low-cost flights, price comparison sites, travel planning companies and unpredictable government regulations
Customer experience as the true differentiator
With increasing commoditization across industries and easy access to raw materials from any geography, product and pricing have ceased to become differentiators. Consumers are now willing to
When it comes to integrating the latest technology, banks are usually among the last to make the transition. The reason is multi-fold: legacy systems, complex compliance requirements, old-school cultures and an understandably cautious approach
Focusing on customer experience is one of the most important things a company can do. Happy customers buy more, purchase
Customer relationship management (CRM) solutions have solved some of the most important problems for companies in the
Automobile industry is on the threshold of a major revolution. The internal combustion engine is slowly dying thanks to self-driving cars and electric power packs. While this was expected, we are now seeing new
In a recent study covering over a 1000 customers of a telecom client, we arrived at 14 factors that a majority of them consider important. Out of the 14 elements that customers mentioned
Customers are the backbone of any brand. Given that they form the core of the business, often we see brands focus more on quantum of sales rather than the experience of sales. Customer experience