From customer centricity to customer delight

What does customer experience mean for your organization? Now that we have officially closed GemSeek’s CX Trends survey, find out what professionals like you do to turn customer experience into a competitive advantage. Most surveyed professionals define CX as delivering an experience that meets clients’ expectations. There are as many approaches to achieving this as there are organizations around us, but the biggest barrier our respondents face seems to be…

Building customer centricity around NPS-Learnings from the Leaders

The best way to organize your NPS program is to build it around your specific business context. The principles to follow, however, are common: all companies running successful NPS programs LEAD: Localize, Engage, Act, and Develop in time. LEAD Principles To implement successful NPS programs, companies follow four basic principles in the program design: They Localize the content to make it relevant to the specific country and/or product category while…