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𝐈𝐭’𝐬 𝐅𝐫𝐢𝐝𝐚𝐲—𝐋𝐞𝐭’𝐬 𝐓𝐚𝐥𝐤 𝐀𝐛𝐨𝐮𝐭 𝐭𝐡𝐞 𝐒𝐥𝐨𝐭𝐡𝐬 𝐚𝐭 𝐭𝐡𝐞 𝐃𝐌𝐕! Before I dive into a topic closest to my heart - #CX, let’s lighten the mood. If you’ve seen #Zootopia, you probably remember the DMV scene—where #JudyHopps and #NickWilde anxiously wait as a sloth named Flash processes their request at a pace so slow, you can feel your patience evaporating. 𝐈𝐭’𝐬 𝐡𝐢𝐥𝐚𝐫𝐢𝐨𝐮𝐬. 𝐈𝐭’𝐬 𝐩𝐚𝐢𝐧𝐟𝐮𝐥. 𝐀𝐧𝐝 𝐢𝐭’𝐬 𝐚𝐥𝐥 𝐭𝐨𝐨 𝐫𝐞𝐥𝐚𝐭𝐚𝐛𝐥𝐞. 💡 Now, Here’s the Real CX Lesson: Yes, speed and responsiveness from #frontline employees are critical—but that’s the bare minimum. The real issue? 🚨 Your #bots, #automations, and #digitalCX must be just as fast, responsive, and intelligent as your best service rep. Yet, in many brands today: ❌ #Chatbots that loop customers endlessly. ❌ #SelfService #tools that offer no real resolution. ❌ Automations that "acknowledge" issues—but don’t solve them. 😲 𝐓𝐡𝐞 𝐒𝐮𝐫𝐩𝐫𝐢𝐬𝐢𝐧𝐠 𝐋𝐞𝐬𝐬𝐨𝐧? Customers expect seamless, human-like efficiency—whether they’re talking to an agent or an AI bot. Slow, clunky digital interactions are just as frustrating as a slow employee. 🚀 𝐀𝐜𝐭𝐢𝐨𝐧𝐚𝐛𝐥𝐞 𝐀𝐝𝐯𝐢𝐜𝐞: ✅ Build a CX Tech Backbone: Fast bots, smart self-service, and seamless transitions to human agents. ✅ Nail the Digital-Agent Handshake: Customers shouldn’t feel the difference between automation and live support—it should be fluid and frictionless. ✅ Design for Attention Spans: Today’s customers won’t wait. If your digital CX isn’t quick and effective, they’re already gone. 💬 What’s the most frustrating digital experience you’ve had? Let’s discuss below! 👇 #CustomerExperience #DigitalCX #Automation #Chatbots #SeamlessCX #AIinCX

🚀 𝐌𝐨𝐫𝐞 𝐓𝐞𝐜𝐡 𝐖𝐨𝐧’𝐭 𝐅𝐢𝐱 𝐁𝐚𝐝 𝐂𝐗 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐨𝐧 Every year, companies pour millions into new #CX #tools #AI powered #analytics, real-time #dashboards, automated #SentimentAnalysis … yet customer frustration keeps rising. 𝐖𝐡𝐲? 𝐁𝐞𝐜𝐚𝐮𝐬𝐞 𝐂𝐗 𝐢𝐬𝐧’𝐭 𝐚 𝐭𝐞𝐜𝐡 𝐩𝐫𝐨𝐛𝐥𝐞𝐦—𝐢𝐭’𝐬 𝐚𝐧 𝐞𝐱𝐞𝐜𝐮𝐭𝐢𝐨𝐧 𝐩𝐫𝐨𝐛𝐥𝐞𝐦. 💡 𝐓𝐡𝐞 𝐇𝐚𝐫𝐬𝐡 𝐓𝐫𝐮𝐭𝐡: 𝐘𝐨𝐮 𝐝𝐨𝐧’𝐭 𝐧𝐞𝐞𝐝 𝐦𝐨𝐫𝐞 𝐬𝐨𝐟𝐭𝐰𝐚𝐫𝐞. 𝐘𝐨𝐮 𝐧𝐞𝐞𝐝 𝐦𝐨𝐫𝐞 𝐚𝐜𝐭𝐢𝐨𝐧. ✅ Tie #CustomerExperience to the P&L—so #leadership actually listens. ✅ Influence #CrossFunctional teams—so CX isn’t just a department, but a business priority. ✅ Take continuous action—because insights mean nothing without execution. ✅ Close the loop—so customers (and the business) see real impact. But here’s what happens in most companies: ❌ They chase the next tool instead of fixing broken processes. ❌ They collect feedback but don’t act on it. ❌ They measure NPS but can’t connect it to revenue. 🔑 𝐂𝐗 𝐢𝐬 𝐧𝐨𝐭 𝐚𝐛𝐨𝐮𝐭 𝐜𝐨𝐥𝐥𝐞𝐜𝐭𝐢𝐧𝐠 𝐝𝐚𝐭𝐚. 𝐈𝐭’𝐬 𝐚𝐛𝐨𝐮𝐭 𝐦𝐚𝐤𝐢𝐧𝐠 𝐬𝐡*𝐭 𝐡𝐚𝐩𝐩𝐞𝐧. You can have all the #AI, #JourneyMapping, and #automation in the world, but if you can’t drive change, influence decisions, and deliver results, you’re just running a feedback program—not a CX #strategy ⚡ 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐨𝐧 > 𝐓𝐞𝐜𝐡. 𝐄𝐯𝐞𝐫𝐲. 𝐒𝐢𝐧𝐠𝐥𝐞. 𝐓𝐢𝐦𝐞. 💬 What’s your take? Are we overcomplicating CX with too many tools? Drop your thoughts below! 👇 #CustomerExperience #CXStrategy #ExecutionMatters #Leadership #BusinessImpact

🚨 𝐂𝐡𝐚𝐭𝐛𝐨𝐭𝐬 𝐀𝐫𝐞𝐧’𝐭 𝐭𝐡𝐞 𝐏𝐫𝐨𝐛𝐥𝐞𝐦. 𝐃𝐮𝐦𝐛 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 𝐈𝐬. 🚨 𝟏𝟏𝟑 𝐦𝐢𝐧𝐮𝐭𝐞𝐬 𝐨𝐧 𝐡𝐨𝐥𝐝 𝐢𝐬 𝐛𝐚𝐝. 𝐀 𝐜𝐡𝐚𝐭𝐛𝐨𝐭 𝐭𝐡𝐚𝐭 𝐤𝐞𝐞𝐩𝐬 𝐫𝐞𝐦𝐢𝐧𝐝𝐢𝐧𝐠 𝐲𝐨𝐮 𝐚𝐛𝐨𝐮𝐭 𝐢𝐭—𝐰𝐢𝐭𝐡𝐨𝐮𝐭 𝐬𝐨𝐥𝐯𝐢𝐧𝐠 𝐚𝐧𝐲𝐭𝐡𝐢𝐧𝐠—𝐢𝐬 𝐚 #CX 𝐝𝐢𝐬𝐚𝐬𝐭𝐞𝐫. That’s exactly what happened to this #Broadband customer. ❌ Bot confirms long wait times but offers no alternatives. ❌ Zero empathy, zero resolution—just scripted, robotic messages. ❌ Then, an email arrives announcing a price hike. (Talk about bad timing!) #Automation is meant to enhance #CustomerExperience, not frustrate customers further. A #chatbot that just reminds you that you’re stuck in a queue isn’t automation—it’s #digital negligence. 🚀 𝐀𝐜𝐭𝐢𝐨𝐧𝐚𝐛𝐥𝐞 𝐀𝐝𝐯𝐢𝐜𝐞: ✅ 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐞 𝐰𝐢𝐭𝐡 𝐈𝐧𝐭𝐞𝐥𝐥𝐢𝐠𝐞𝐧𝐜𝐞: A bot shouldn’t just state the wait time—it should offer solutions (self-service options, call-back scheduling, or escalation paths). ✅ 𝐄𝐦𝐩𝐚𝐭𝐡𝐲 𝐅𝐢𝐫𝐬𝐭, 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 𝐒𝐞𝐜𝐨𝐧𝐝: AI should acknowledge frustration, not amplify it. Simple tweaks like, "We know this is frustrating, let’s see what we can do in the meantime," can make a huge difference. ✅ 𝐔𝐬𝐞 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 𝐭𝐨 𝐑𝐞𝐝𝐮𝐜𝐞 𝐖𝐚𝐢𝐭𝐬, 𝐍𝐨𝐭 𝐉𝐮𝐬𝐭 𝐀𝐧𝐧𝐨𝐮𝐧𝐜𝐞 𝐓𝐡𝐞𝐦: Proactively resolve common issues before customers feel the need to call. ⚡ 𝐓𝐡𝐞 𝐓𝐚𝐤𝐞𝐚𝐰𝐚𝐲: Bad automation is worse than no automation. If your chatbot can’t help, it’s just another roadblock between your brand and your customers. What’s the worst chatbot experience you’ve had? Drop it below! 👇 #AutomationFails #AIinCX #CustomerSupport #DigitalTransformation

🚀 𝐓𝐫𝐮𝐬𝐭 𝐢𝐬 𝐚 𝐃𝐨𝐮𝐛𝐥𝐞-𝐄𝐝𝐠𝐞𝐝 𝐒𝐰𝐨𝐫𝐝: 𝐀𝐫𝐞 𝐘𝐨𝐮 𝐊𝐞𝐞𝐩𝐢𝐧𝐠 𝐔𝐩? 𝐓𝐡𝐞 𝐦𝐨𝐫𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐭𝐫𝐮𝐬𝐭 𝐲𝐨𝐮𝐫 𝐛𝐫𝐚𝐧𝐝, 𝐭𝐡𝐞 𝐦𝐨𝐫𝐞 𝐭𝐡𝐞𝐲 𝐞𝐱𝐩𝐞𝐜𝐭 𝐟𝐫𝐨𝐦 𝐲𝐨𝐮. a conversation snippet from Rajesh Dogra (Chief Customer Experience Officer Air India Limited) and the #CXAnnualSynposium organized by ET BrandEquity made me reflect on highlight the following Trust-Expectation Paradigm: 1) #Consistency: #Brands that deliver on their #BrandPromise build trust, leading customers to anticipate reliability in every interaction. 2) #Transparency: Open communication about products, services, and values fosters deeper connections, making customers feel valued and informed. 3) #Loyalty: Trust cultivates loyalty, but it also raises the bar for brands to continually meet and exceed customer expectations. 𝐖𝐡𝐚𝐭 𝐬𝐡𝐨𝐮𝐥𝐝 𝐁𝐫𝐚𝐧𝐝𝐬 𝐝𝐨? 𝟏. 𝐄𝐝𝐮𝐜𝐚𝐭𝐞 𝐚𝐧𝐝 𝐈𝐧𝐟𝐨𝐫𝐦: Share relevant and insightful information that empowers customers, reinforcing your brand's role as a trusted advisor. 𝟐. 𝐋𝐞𝐯𝐞𝐫𝐚𝐠𝐞 𝐓𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲: Utilize platforms and tools that align with customer habits, ensuring seamless and valuable interactions. 𝟑. 𝐁𝐞 𝐏𝐫𝐨𝐚𝐜𝐭𝐢𝐯𝐞: Anticipate customer needs and address potential challenges before they arise, showcasing a commitment to their well-being. How does your brand ensure it meets the heightened expectations that come with increased trust? Share your strategies and experiences below! #BrandTrust #CustomerEngagement #AirIndia #AI #CustomerExperience #CXInnovation

🔹 𝐑𝐞𝐭𝐚𝐢𝐥 𝐢𝐧 𝟐𝟎𝟐𝟓: 𝐓𝐡𝐞 𝐃𝐞𝐚𝐭𝐡 𝐨𝐟 𝐃𝐢𝐬𝐜𝐨𝐮𝐧𝐭𝐬 & 𝐓𝐡𝐞 𝐑𝐢𝐬𝐞 𝐨𝐟 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 #PriceCuts and #cashback #offers used to win customers. Not anymore. In 2025, #retail isn’t about who offers the lowest price—it’s about who delivers the best experience. 𝐈𝐟 𝐲𝐨𝐮𝐫 𝐂𝐗 𝐢𝐬𝐧’𝐭 𝐬𝐞𝐚𝐦𝐥𝐞𝐬𝐬, 𝐩𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐞𝐝, 𝐚𝐧𝐝 𝐟𝐫𝐢𝐜𝐭𝐢𝐨𝐧𝐥𝐞𝐬𝐬, 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐰𝐢𝐥𝐥 𝐥𝐞𝐚𝐯𝐞. 💡 𝐈𝐧𝐬𝐢𝐠𝐡𝐭 𝐅𝐫𝐨𝐦 𝐂𝐡𝐚𝐩𝐭𝐞𝐫 𝟑: 𝐁𝐮𝐭 𝐖𝐡𝐚𝐭 𝐢𝐬 𝐂𝐗?—Customers no longer tolerate broken journeys. 𝐓𝐡𝐞𝐲 𝐝𝐨𝐧’𝐭 𝐣𝐮𝐬𝐭 𝐜𝐨𝐦𝐩𝐚𝐫𝐞 𝐲𝐨𝐮 𝐭𝐨 𝐜𝐨𝐦𝐩𝐞𝐭𝐢𝐭𝐨𝐫𝐬; 𝐭𝐡𝐞𝐲 𝐜𝐨𝐦𝐩𝐚𝐫𝐞 𝐲𝐨𝐮 𝐭𝐨 Amazon 's 𝐬𝐩𝐞𝐞𝐝, Apple 's 𝐞𝐚𝐬𝐞, 𝐚𝐧𝐝 Nike 's 𝐩𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧. A clunky checkout, vague return policy, or impersonal interactions? That’s all it takes to lose them. 😲 𝐒𝐮𝐫𝐩𝐫𝐢𝐬𝐢𝐧𝐠 𝐋𝐞𝐬𝐬𝐨𝐧 𝐅𝐫𝐨𝐦 𝐂𝐡𝐚𝐩𝐭𝐞𝐫 𝟔: 𝐊𝐫𝐞𝐭𝐫𝐮𝐓𝐨𝐬𝐡 𝐂𝐗 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 𝐅𝐫𝐚𝐦𝐞𝐰𝐨𝐫𝐤—E-commerce brands that invest in experience-driven loyalty over discount-driven sales see 30% higher customer lifetime value. 𝐓𝐡𝐞 𝐛𝐞𝐬𝐭 𝐛𝐫𝐚𝐧𝐝𝐬 𝐚𝐫𝐞𝐧’𝐭 𝐣𝐮𝐬𝐭 𝐬𝐞𝐥𝐥𝐢𝐧𝐠 𝐩𝐫𝐨𝐝𝐮𝐜𝐭𝐬—𝐭𝐡𝐞𝐲’𝐫𝐞 𝐨𝐫𝐜𝐡𝐞𝐬𝐭𝐫𝐚𝐭𝐢𝐧𝐠 𝐬𝐞𝐚𝐦𝐥𝐞𝐬𝐬, 𝐢𝐧𝐭𝐮𝐢𝐭𝐢𝐯𝐞, 𝐚𝐧𝐝 𝐭𝐫𝐮𝐬𝐭-𝐝𝐫𝐢𝐯𝐞𝐧 𝐣𝐨𝐮𝐫𝐧𝐞𝐲𝐬. 🎯 𝐀𝐜𝐭𝐢𝐨𝐧𝐚𝐛𝐥𝐞 𝐀𝐝𝐯𝐢𝐜𝐞 ✅ Stop racing to the bottom— #Loyalty driven by #CX lasts. Loyalty driven by #discounts vanishes. ✅ Master the #PostPurchase #CustomerJourney—Shipping, returns, support—every #touchpoint matters. ✅ Use #AI for proactive CX—Predict what customers need before they ask. 📖 Want to build CX that drives revenue, not just transactions? Beyond Satisfaction: Crafting Exceptional Experiences in The Age of Kretru breaks down the exact CX strategies leading retailers use—𝐚𝐧𝐝 𝐢𝐭’𝐬 𝐅𝐑𝐄𝐄 𝐨𝐧 𝐊𝐢𝐧𝐝𝐥𝐞 𝐟𝐨𝐫 𝐚 𝐥𝐢𝐦𝐢𝐭𝐞𝐝 𝐭𝐢𝐦𝐞! 📌 𝐆𝐞𝐭 𝐲𝐨𝐮𝐫 𝐟𝐫𝐞𝐞 𝐊𝐢𝐧𝐝𝐥𝐞 𝐜𝐨𝐩𝐲 𝐡𝐞𝐫𝐞 https://amzn.in/d/4IxaHya 👇 What’s the worst CX mistake you’ve seen in e-commerce? Drop your thoughts below! #Retail #Ecommerce #CustomerExperience #DigitalTransformation

🦒 𝐇𝐨𝐰 𝐚 𝐋𝐨𝐬𝐭 𝐒𝐭𝐮𝐟𝐟𝐞𝐝 𝐆𝐢𝐫𝐚𝐟𝐟𝐞 𝐁𝐞𝐜𝐚𝐦𝐞 𝐚 𝐌𝐚𝐬𝐭𝐞𝐫𝐜𝐥𝐚𝐬𝐬 𝐢𝐧 #CustomerExperience🚀 Losing a beloved stuffed animal on vacation? Heartbreaking! Getting it back with a story so magical that it creates lifelong #loyalty? That’s #CX done right. This is exactly what happened when a child lost his stuffed giraffe, Joshie, at the The Ritz-Carlton Hotel Company, L.L.C. - Amelia Island. 💡 When Chris Hurn’s son realized Joshie was missing, he was devastated. To comfort him, Chris told a small white lie: "Joshie is just on an extended vacation." 𝐋𝐢𝐭𝐭𝐥𝐞 𝐝𝐢𝐝 𝐡𝐞 𝐤𝐧𝐨𝐰, 𝐭𝐡𝐞 𝐑𝐢𝐭𝐳-𝐂𝐚𝐫𝐥𝐭𝐨𝐧 𝐭𝐞𝐚𝐦 𝐰𝐨𝐮𝐥𝐝 𝐛𝐫𝐢𝐧𝐠 𝐭𝐡𝐚𝐭 𝐬𝐭𝐨𝐫𝐲 𝐭𝐨 𝐥𝐢𝐟𝐞. 😲 Not only did the hotel find and return Joshie, but they sent: 📸 A photo album of Joshie enjoying his “vacation” (spa treatments, poolside lounging, and even a security gig!). 🎁 Ritz-Carlton branded gifts as a thoughtful touch. 🦒 A story that would turn a simple lost-and-found moment into a legendary CX #CaseStudy 🔥 𝐀𝐜𝐭𝐢𝐨𝐧𝐚𝐛𝐥𝐞 𝐀𝐝𝐯𝐢𝐜𝐞: ✅ 𝐄𝐦𝐩𝐨𝐰𝐞𝐫 𝐄𝐦𝐩𝐥𝐨𝐲𝐞𝐞𝐬 – Give them the autonomy to solve problems creatively. ✅ 𝐓𝐮𝐫𝐧 𝐏𝐫𝐨𝐛𝐥𝐞𝐦𝐬 𝐢𝐧𝐭𝐨 𝐌𝐨𝐦𝐞𝐧𝐭𝐬 – A simple mishap became an unforgettable brand experience. ✅ 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐖𝐢𝐧𝐬 – A thoughtful, personalized response builds emotional loyalty. ⚡ The Takeaway? #CustomerExperience isn’t about resolving complaints—it’s about creating stories worth sharing. 💬 What’s the best customer service experience you’ve ever had? Drop it in the comments! 👇 #CustomerService #CXExcellence #ServiceMagic #RitzCarlton #CustomerLoyalty #BrandStorytelling 🎥 Watch the video: https://lnkd.in/gBg_PnZn

🔹 𝐓𝐡𝐞 𝐂𝐗 𝐌𝐞𝐭𝐫𝐢𝐜𝐬 𝐓𝐫𝐚𝐩: 𝐀𝐫𝐞 𝐘𝐨𝐮 𝐌𝐞𝐚𝐬𝐮𝐫𝐢𝐧𝐠 𝐖𝐡𝐚𝐭 𝐌𝐚𝐭𝐭𝐞𝐫𝐬? Brands obsess over #NPS #CSAT #CES but are these #metrics actually improving #CustomerExperience ? Or just vanity scores that look good in reports? 𝐖𝐞’𝐯𝐞 𝐚𝐥𝐥 𝐬𝐞𝐞𝐧 𝐢𝐭—𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐫𝐚𝐭𝐞 𝐭𝐡𝐞𝐢𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐡𝐢𝐠𝐡𝐥𝐲 𝐢𝐧 𝐚 𝐬𝐮𝐫𝐯𝐞𝐲, 𝐲𝐞𝐭 𝐬𝐢𝐥𝐞𝐧𝐭𝐥𝐲 𝐬𝐰𝐢𝐭𝐜𝐡 𝐭𝐨 𝐚 𝐜𝐨𝐦𝐩𝐞𝐭𝐢𝐭𝐨𝐫. 𝐖𝐡𝐲? Because measuring satisfaction isn’t the same as delivering value. 😲 𝐒𝐮𝐫𝐩𝐫𝐢𝐬𝐢𝐧𝐠 𝐋𝐞𝐬𝐬𝐨𝐧 Companies that tie #CX #metrics to business impact (like #revenue #retention and #advocacy) see 3x the #ROI from their CX programs. Traditional metrics alone won’t cut it—they need context and action. 🎯 𝐀𝐜𝐭𝐢𝐨𝐧𝐚𝐛𝐥𝐞 𝐀𝐝𝐯𝐢𝐜𝐞 ✅ Move beyond ‘feel-good’ scores—Correlate NPS with churn & spend. ✅ Track CX impact, not just perception—Did solving an issue increase retention? ✅ Prioritize real-time CX data—Fix pain points before customers leave. What you measure defines what you improve. If your CX metrics don’t connect to real outcomes, you’re just collecting numbers. 📖 𝐖𝐚𝐧𝐭 𝐭𝐨 𝐮𝐧𝐥𝐨𝐜𝐤 𝐭𝐡𝐞 𝐫𝐢𝐠𝐡𝐭 𝐂𝐗 𝐦𝐞𝐚𝐬𝐮𝐫𝐞𝐦𝐞𝐧𝐭 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲? 𝐑𝐞𝐚𝐝 𝐁𝐞𝐲𝐨𝐧𝐝 𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧: Crafting Exceptional Experiences in The Age of Kretru—𝐧𝐨𝐰 𝐚𝐯𝐚𝐢𝐥𝐚𝐛𝐥𝐞 𝐅𝐑𝐄𝐄 𝐨𝐧 Amazon Kindle 𝐚𝐬 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 Amazon 𝐩𝐫𝐨𝐦𝐨𝐭𝐢𝐨𝐧! 📌 𝐆𝐫𝐚𝐛 𝐲𝐨𝐮𝐫 𝐟𝐫𝐞𝐞 #Kindle 𝐜𝐨𝐩𝐲 𝐡𝐞𝐫𝐞 https://amzn.in/d/cc0fGYw 👇 What’s the one CX metric you swear by? Drop it in the comments!

🔍 𝗧𝗵𝗲 𝗦𝘁𝗮𝘁𝗲 𝗼𝗳 𝗖𝗫 𝟮𝟬𝟮𝟱 – 𝗞𝗲𝘆 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 & 𝗧𝗿𝗲𝗻𝗱𝘀 🚀 #CX in 2025: #AI, #Data, and the #ROI Challenge - Key Insights Our recent #StateOfCX2025 #Survey reveals key #trends and challenges shaping the future of #CustomerExperience 1) AI Dominates: #GenerativeAI is top-of-mind, promising personalized experiences and enhanced self-service. 2) Data is Crucial: Organizations are investing in robust data #platforms for deeper #CustomerInsights. 3) Speed Matters: Customers demand convenience and instant service, driving #automation investments. 4) #EX is Key: Upskilling employees is crucial for delivering exceptional CX. 𝗧𝗼𝗽 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲𝘀: 1) Proving ROI for CX initiatives remains a major hurdle. 2) Budget constraints limit investment in CX technologies. 3) Internal alignment is crucial for successful CX strategies. 𝗣𝗿𝗲𝗽𝗮𝗿𝗶𝗻𝗴 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗙𝘂𝘁𝘂𝗿𝗲: Companies are investing in #AI #ML, upskilling employees, strengthening data platforms, and mapping #CustomerJourney 📊 𝐅𝐮𝐥𝐥 𝐫𝐞𝐩𝐨𝐫𝐭 𝐜𝐨𝐦𝐢𝐧𝐠 𝐬𝐨𝐨𝐧! 𝐃𝐫𝐨𝐩 𝐚 𝐜𝐨𝐦𝐦𝐞𝐧𝐭 𝐨𝐫 𝐃𝐌 𝐢𝐟 𝐲𝐨𝐮’𝐝 𝐥𝐢𝐤𝐞 𝐞𝐚𝐫𝐥𝐲 𝐚𝐜𝐜𝐞𝐬𝐬.

Enhancing #CustomerExperience in #Airlines: The Power of Right #Positioning 𝐓𝐡𝐞 𝐟𝐮𝐭𝐮𝐫𝐞 𝐨𝐟 𝐚𝐢𝐫𝐥𝐢𝐧𝐞 𝐂𝐗 𝐢𝐬𝐧’𝐭 𝐣𝐮𝐬𝐭 𝐚𝐛𝐨𝐮𝐭 𝐛𝐞𝐭𝐭𝐞𝐫 𝐩𝐥𝐚𝐧𝐞𝐬—𝐢𝐭’𝐬 𝐚𝐛𝐨𝐮𝐭 𝐬𝐦𝐚𝐫𝐭𝐞𝐫 𝐩𝐨𝐬𝐢𝐭𝐢𝐨𝐧𝐢𝐧𝐠 𝐚𝐧𝐝 𝐢𝐧𝐭𝐞𝐧𝐭𝐢𝐨𝐧𝐚𝐥 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐝𝐞𝐬𝐢𝐠𝐧.Tried IndiGo (InterGlobe Aviation Ltd)’s new #IndigoStretch Class recently, and I must say—it exceeded my expectations. When airlines introduce #PremiumEconomy offerings, success isn’t just about better seats and extra #legroom; it’s about how the product is positioned, explained, and experienced. #IndiGo seems to have cracked this formula quite well. What They Got Right: ✔ #ValueForMoney - Stretch class costs 50-60% of #BusinessClass but offers 90% of the experience—a clear #ValueProposition that resonates with frequent travelers. ✔ #ComfortFocus - Wider seats, extra legroom, better recline—subtle yet impactful improvements over economy class. ✔ Exceptional #CrewCommunication - The crew didn’t just offer a premium seat—they explained the benefits proactively. Every passenger knew exactly what they were paying for and why it mattered. ✔ Seamless Experience Enhancements: #PriorityBoarding, exclusive check-in lines, premium #catering , and USB ports—small additions that elevate the experience without complicating operations. The #CX Takeaway for Airlines 1️⃣ Premium Positioning Needs Premium Storytelling – Don’t just offer a product; educate customers on how it enhances their journey. A great seat doesn’t sell itself—but great communication does. 2️⃣ Upgrade as a #CXStrategy – Empty seats in premium economy? Offer free trial upgrades to frequent travelers or first-time users. Let them experience the difference, and they might just become your next premium-paying customers . 3️⃣ Simplified Luxury Works – The modern traveler seeks affordable comfort rather than over-the-top luxury. IndiGo Stretch’s “value meets comfort” approach is a winning formula. Final Thought The future of airline CX isn’t just about better planes—it’s about smarter positioning and intentional experience design. IndiGo's Stretch class proves that a well-executed mid-tier upgrade can be a game changer for both passengers and profitability. What’s your take on premium economy offerings? Have you experienced a product that changed your perception of comfort in the air? Let’s discuss! #Travel #Hospitality #AirlineIndustry #TravelExperience #FlyingExperience #Strategy #Leadership

🚀 𝐈𝐬 𝐘𝐨𝐮𝐫 𝐃𝐢𝐠𝐢𝐭𝐚𝐥 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐓𝐫𝐮𝐥𝐲 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫-𝐂𝐞𝐧𝐭𝐫𝐢𝐜? 𝐋𝐞𝐭’𝐬 𝐅𝐢𝐧𝐝 𝐎𝐮𝐭! 📊 Want to measure your #DigitalMarketing #Maturity & #CustomerCentricity? 💬 𝐋𝐢𝐤𝐞, 𝐜𝐨𝐦𝐦𝐞𝐧𝐭 “𝐌𝐚𝐭𝐮𝐫𝐢𝐭𝐲,” 𝐚𝐧𝐝 𝐫𝐞𝐩𝐨𝐬𝐭 𝐭𝐡𝐢𝐬 𝐩𝐨𝐬𝐭 – 𝐈’𝐥𝐥 𝐃𝐌 𝐲𝐨𝐮 𝐭𝐡𝐞 𝐟𝐫𝐞𝐞 𝐬𝐮𝐫𝐯𝐞𝐲 𝐥𝐢𝐧𝐤! 🚀 𝐋𝐞𝐭’𝐬 𝐟𝐢𝐧𝐝 𝐨𝐮𝐭 𝐢𝐟 𝐲𝐨𝐮𝐫 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐢𝐬 𝐭𝐫𝐮𝐥𝐲 𝐛𝐮𝐢𝐥𝐭 𝐚𝐫𝐨𝐮𝐧𝐝 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬! 🔥 In today’s digital world, having a #DigitalMarketing #Strategy isn’t enough. The real question is—how #CustomerCentric is it? 𝐃𝐨𝐞𝐬 𝐲𝐨𝐮𝐫 𝐝𝐢𝐠𝐢𝐭𝐚𝐥 𝐦𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐭𝐫𝐮𝐥𝐲 𝐚𝐥𝐢𝐠𝐧 𝐰𝐢𝐭𝐡 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐧𝐞𝐞𝐝𝐬, 𝐛𝐞𝐡𝐚𝐯𝐢𝐨𝐫𝐬, 𝐚𝐧𝐝 𝐞𝐱𝐩𝐞𝐜𝐭𝐚𝐭𝐢𝐨𝐧𝐬? Or is it just another campaign-driven, lead-generation engine? Many brands focus on technical execution— #ads, #automation, #SEO, and #ContentMarkeing — but fail to ask: ❌ Is our messaging actually resonating with the customer? ❌ Are we segmenting and targeting based on real customer behaviors, or just demographics? ❌ Are we measuring the right things—customer engagement and experience, or just clicks and conversions? Without customer-first marketing, even the best strategies fall flat. I’ve designed a #DigitalMarketing #Maturity & #CustomerCentricity #Assessment #Survey to help you evaluate: ✅ Brand & Market Positioning – Are you communicating a brand promise that truly connects with your audience? ✅ Segmentation & Targeting – Are you personalizing based on real customer insights or generic data points? ✅ Content & Thought Leadership – Is your content valuable to your customers, or just promotional noise? ✅ Digital Channels & Execution – Are you meeting customers where they are, seamlessly across platforms? ✅ Automation & Measurement – Are you optimizing for customer experience, or just running campaigns? 🚨 The reality? 𝐌𝐚𝐧𝐲 𝐜𝐨𝐦𝐩𝐚𝐧𝐢𝐞𝐬 𝐟𝐚𝐥𝐥 𝐬𝐡𝐨𝐫𝐭—𝐨𝐮𝐫 𝐚𝐬𝐬𝐞𝐬𝐬𝐦𝐞𝐧𝐭 𝐫𝐞𝐯𝐞𝐚𝐥𝐬 𝐭𝐡𝐚𝐭 𝐦𝐨𝐬𝐭 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬 𝐬𝐜𝐨𝐫𝐞 𝐨𝐧𝐥𝐲 𝟒𝟓-𝟓𝟎% 𝐢𝐧 𝐤𝐞𝐲 𝐚𝐫𝐞𝐚𝐬 𝐥𝐢𝐤𝐞 𝐚𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧, 𝐬𝐞𝐠𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧, 𝐚𝐧𝐝 𝐨𝐦𝐧𝐢𝐜𝐡𝐚𝐧𝐧𝐞𝐥 𝐞𝐱𝐞𝐜𝐮𝐭𝐢𝐨𝐧 (𝐬𝐞𝐞 𝐯𝐢𝐬𝐮𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐛𝐞𝐥𝐨𝐰 👇). Stop assuming your digital marketing is customer-centric—assess it.𝐆𝐞𝐭 𝐚 𝐜𝐥𝐞𝐚𝐫, 𝐝𝐚𝐭𝐚-𝐝𝐫𝐢𝐯𝐞𝐧 𝐬𝐜𝐨𝐫𝐞 𝐨𝐧 𝐰𝐡𝐞𝐫𝐞 𝐲𝐨𝐮 𝐬𝐭𝐚𝐧𝐝 𝐚𝐧𝐝 𝐮𝐧𝐜𝐨𝐯𝐞𝐫 𝐰𝐡𝐚𝐭’𝐬 𝐰𝐨𝐫𝐤𝐢𝐧𝐠, 𝐰𝐡𝐚𝐭’𝐬 𝐧𝐨𝐭, 𝐚𝐧𝐝 𝐰𝐡𝐞𝐫𝐞 𝐭𝐨 𝐟𝐨𝐜𝐮𝐬 𝐧𝐞𝐱𝐭. 👉 Customer-centric marketing isn’t an option—it’s the difference between engagement and irrelevance. 👉 If you’re not measuring your marketing’s customer impact, you’re guessing.