Connect with us

Buzz

Forrester: 24% Of Indian Brands Delivered Poorer Customer Experiences In 2021

NEW DELHI, Sept. 13, 2021 /PRNewswire/ — According to Forrester’s (Nasdaq: FORR) 2021 India Customer Experience Index (CX Index™), only four out of 29 brands managed to significantly improve their CX scores. HDFC Bank experienced the highest increase of any brand across all industries and was the only brand to rank in the excellent category. Auto manufacturers Honda and Maruti Suzuki, as well as digital retailer Amazon.com, upped their game to rise from OK to good.

Forrester’s CX Index benchmarked the CX quality of 29 brands across four industries. In 2021, all three components of CX quality — effectiveness, ease of use, and emotion — were found to be negatively affected, with scores for these factors declining across all four industries surveyed: automotive manufacturers, banks, credit card issuers, and digital retailers.
Despite investments to bolster digital interfaces, multiple lockdowns and physical restrictions throughout the year affected the ability of Indian brands to effectively serve their customers. Pandemic-related issues drove customers to reach out to firms’ contact centers, and customer service teams were unable to keep up with the increased volume. The top-performing brands in the CX Index delivered experiences that reassured customers during this time, outperforming all other brands by an average of 10 percentage points in effectiveness and 7 percentage points in ease.
To win and retain customers, companies must connect their brand promise to the customer experience. Too often, there is a gap between an aspirational brand statement and the actual customer experience that requires bridging. According to Forrester’s India CX Index data, 80% of customers say they are likely to recommend a brand when they feel happy from a good experience. Inversely, only 35% say they will recommend a brand after experiencing disappointment due to a poor experience.
“Brands that led the pack are those that used the goodwill they built with customers — their CX equity — to create experiences that reassured customers,” said Amit Bhatia, senior analyst at Forrester. “If businesses are to emerge from this global crisis, they must build experiences that help them empathetically engage with their customers. While having a digital presence can be helpful, ultimately it is the positive experiences that bolster customer loyalty. To do this well, CX professionals must have a disciplined approach to envisioning, designing, and delivering a consistently high-quality experience.”
Forrester’s CX Index methodology helps CX leaders grow revenue faster, drive higher brand preference, and charge more for their products. Forrester’s CX Index helps brands identify the key drivers of a positive CX for their customers to prioritize efforts. Even a minor improvement to a brand’s customer experience quality can add revenue by reducing customer churn and increasing share of wallet. Additionally, superior CX leads to reduced service costs and lowers the cost of customer acquisition through word of mouth.
Resources:
Read about the results of the 2021 India CX Index. Learn about the Forrester Decisions for Customer Experience service. Download Forrester’s 2021 India CX Index report (client access required). Check out how to revitalize CX measurement and prioritization.About Forrester’s CX Index
Forrester’s CX Index connects quality and loyalty measures with revenue models, giving leaders the ability to guide CX investments that produce the greatest revenue return.
About Forrester
Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We help leaders across technology, marketing, customer experience, product, and sales functions use customer obsession to accelerate growth. Through Forrester’s proprietary research, consulting, and events, leaders from around the globe are empowered to be bold at work — to navigate change and put their customers at the center of their leadership, strategy, and operations. Our unique insights are grounded in annual surveys of more than 675,000 consumers, business leaders, and technology leaders worldwide; rigorous and objective research methodologies, including Forrester Wave™ evaluations; over 52 million real-time feedback votes; and the shared wisdom of our clients. To learn more, visit Forrester.com.

Related Topics:
Continue Reading
Advertisement
Click to comment

You must be logged in to post a comment Login

Buzz

Vikram Vedha to open its advance bookings in 1250 multiplexes from 24th September

Having received an amazing response from the masses for its amazing trailer, the makers of Hrithik
Roshan and Saif Ali Khan starrer Vikram Vedha are currently creating a buzz all around for its electrifying
dance number ‘Alcoholia’. While the audience is eagerly waiting for the film to hit the theaters, the
makers are all set to open the advance booking windows for the Audience.

Undoubtedly Vikram Vedha is one of the most anticipated movies of the year and the craze for the film
among the audience is constantly rising as the film is inching toward its release date. Putting an end to
the audience’s wait, the makers are all set to start the advance bookings of the film today.

Moreover, Vikram Vedha will have the largest international distribution for a Hindi film, with a record-
breaking 100+ countries worldwide. Before its release, the film has sparked worldwide interest and
appeal, and many countries have already begun advance bookings.

Vikram Vedha is presented by Gulshan Kumar, T-Series, and Reliance Entertainment in association with
Friday Filmworks and Jio Studios and a YNOT Studios Production. The film is directed by Pushkar and
Gayatri and produced by Bhushan Kumar, S. Sashikanth and Reliance Entertainment. Vikram Vedha will hit the big screens globally on 30th September 2022.

Continue Reading

Buzz

Manoj Bajpayee will take 1 week off from his schedule to attend all the rituals on his fathers 1st death Anniversary day.

Three times National Film Awards and the Padma Shri winning actor Manoj Bajpayee who has completed three decades in the showbiz business and Juggling with multiple projects between different genres, characters and mediums. Manoj Bajpayee is a powerhouse actor when it comes to Indian cinema. Even if you haven’t seen many of his movies, you will have heard of talented actor Manoj Bajpayee’s name because of his brilliant performances in his films. The finest actor has become synonymous with content-driven subjects who also have been consistently working in multiple film industries.

The finest actor of Hindi cinema Manoj Bajpayee who has several movies lined up this year, will be taking 1 week off from his current project, which is directed by Apurva(Aspirant fame & produced by Vinod Bhanushali in mid september and will be leaving for his home town with his wife and daughter to attend all the puja rituals on his father’s 1st death anniversary day. Manoj Bajpayee’s father RK Bajpayee passed away at 83, last year in Delhi.

The actor believes that a family is a very important & priority in his life, in spite of his erratic schedules or no matter where he is, it is his first priority to always be with his family with all his support & spend time with them in any situations.After finishing all the rituals puja and family work,Manoj will immediately resume his shoot to finish his project on time without taking any time for himself.

Manoj Bajpayee has recently finished his 3 upcoming projects, one with Ram Reddy’s untitled film, which also has talented actor Deepika Dobriyal in the film. After that he finished RSVP’s Despatch, (A investigative thriller set in the world of crime journalism.) directed by Kanu Behl. Abhishek Chaubeys’s film which also has star cast like Konkana Sen, Sayaji Shinde,Naseer sir and some well known talented actors from south. Fox Stars Studios,Chalkboard Entertainment, Autonomous Works film, Gulmohar directed by Rahul Chittella ( who was assistant of Meena Nair) working with Veteran actress Sharmila Tagore, and Amol Palekar along with Suraj Sharma (Life of Pi) and Simran Rishi Bagga in pivotal roles.

Continue Reading

Buzz

Here comes the title of Jackky Bhagnani’s Jjust Music upcoming RVD’s soulful creation ‘Raaz’

Jackky Bhagnani’s Jjust Music has been coming up with some really amazing songs one after the other and now they are here with the title of their upcoming heart-touching melody by RVD, a soulful creation ‘Raaz’. It’s a melodious song by an Indie rap artist, RVD that evokes his potential lover to become his secret as that way she’ll go down to the grave with him and stay with him forever. 

The song captures a glimpse of feelings that brings a boy close to the emotions of his lover encapsulating his zest for involving her in his life a secret that will stay with him for life. Jotting down his deepest emotions learn from his life, RVD beautifully communicates through his art in music a feeling of true happiness that can only be appreciated and enjoyed in privacy as the unconditional bond they share is completely sacred which the world won’t understand as they’re not in our shoes. 

Moreover, the artist in a true sense, RVD is an artist who’s been given all the love by the world but battles and deals with his own loneliness by making music, he talks about how he has learned ‘you can’t be lonely if you’re comfortable being alone’ in the process, and through only music, he can express these thoughts. He is an artist who makes modernized music with a blend of cultural touches in Urdu and Punjabi languages, which makes him stand out from the general crowd.

RVD, is an Indie rap artist from Kolkata, West Bengal who’s been making much sound on the east side. Performed alongside pan India artists like Mohit Chauhan, Dino James, Zareen, Kayan, Gully Gang, etc. With tracks like ‘Riha’ and ‘Iteyhaas’ which have done extremely well, RVD has even caught a lot of attention and traction in the general crowd and the gaming world on a pan-India basis.

Meanwhile, Jjust Music made it to the headlines for it’s first PAN India music video Mashooka starring bold and quirky Rakul Preet. The song turned out to be a huge success and was received well by the audience.

https://www.instagram.com/reel/Ci2B4nfA-K6/?igshid=ODBkMDk1MTU=

Continue Reading

Trending