{"id":17947,"date":"2023-12-30T23:25:12","date_gmt":"2023-12-30T17:55:12","guid":{"rendered":"http:\/\/pulseonline.co\/?page_id=17947"},"modified":"2024-01-18T20:30:39","modified_gmt":"2024-01-18T15:00:39","slug":"cxi-customer-experience-index-creating-the-gold-standard-in-customer-experience","status":"publish","type":"page","link":"http:\/\/pulseonline.co\/index.php\/cxi-customer-experience-index-creating-the-gold-standard-in-customer-experience\/","title":{"rendered":"CXI (Customer Experience Index)- Thomas Cook India and SOTC Create the Gold Standard in Customer Experience."},"content":{"rendered":"<ul>\n<li><strong><span style=\"color: #0000ff;\">&#8220;The goal as a company is to have customer service that is not just the best but legendary.&#8221;<\/span> &#8211;<\/strong> <span style=\"color: #000000;\">Sam Walton<\/span><\/li>\n<li><span style=\"color: #0000ff;\"><strong>&#8220;Satisfied customers are the best source of advertisement.&#8221;<\/strong><\/span> &#8211; <span style=\"color: #000000;\">Gerry Schwartz<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"color: #0000ff;\"><strong>&#8220;Happy customers are your biggest advocates and can become your most successful sales team.&#8221; <\/strong><\/span><strong>&#8211;<\/strong> <span style=\"color: #000000;\">Lisa Masiello<\/span><\/li>\n<\/ul>\n<p><a href=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/download-3.png\"><img decoding=\"async\" loading=\"lazy\" class=\" wp-image-17951 alignleft\" src=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/download-3.png\" alt=\"\" width=\"195\" height=\"186\" \/><\/a>With this as our goal, we have embarked on a new area of focus as an organisation&#8212;Our Mission to Elevate Customer Experience.<\/p>\n<p>To implement this, we have the Customer Experience Index (CXI), which will focus on customer satisfaction scores + feedback to build a \u201cCustomer-first Approach\u201d.<\/p>\n<p>Our intent is to make a shift: from short-term \u201ctransaction orientation\u201d to long-term \u201ccustomer experience orientation\u201d.<\/p>\n<p>Why is this so important?<\/p>\n<ul>\n<li><span style=\"color: #0000ff;\">A 5% reduction in the customer defection rate can increase profits by 25-95%. <em>Bain &amp; Co\/HBR<\/em><\/span><\/li>\n<li><span style=\"color: #0000ff;\">A 2% increase in customer retention has the same effect as decreasing costs by 10%. <em>Emmet and Mark Murphy<\/em><\/span><\/li>\n<li><span style=\"color: #0000ff;\">The probability of selling to an existing customer is 60-70%. The probability of selling to a new prospect is 5-20%.<em> Marketing Metrics<\/em><\/span><\/li>\n<\/ul>\n<p><a href=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/images.jpg\"><img decoding=\"async\" loading=\"lazy\" class=\" wp-image-17952 alignright\" src=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/images.jpg\" alt=\"\" width=\"169\" height=\"195\" \/><\/a>Consequently, our CX Mission focuses on Customer satisfaction scores + feedback to build a \u201cCustomer-first Approach\u201d.<\/p>\n<p>The Customer Experience Index is a comprehensive framework that enables us to assess and benchmark our customer experience against industry standards. It takes into account various factors such as ease of navigation, responsiveness, personalized interactions, and post-booking support, among others. We have 5 surveys shared with our customers during their journey with us. We share it at the Enquiry Stage, Post booking Stage, Pre-Tour Stage, On-Tour Stage and Post-Tour Stage. We measure Ease, Satisfaction and NPS, which gives us the CX Index score. By collecting feedback from customers at different touchpoints, we gain valuable insights into the strengths and areas of opportunities of our customer experience<\/p>\n<p><a href=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/RcABRLr7i.jpg\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-17953 alignleft\" src=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/RcABRLr7i.jpg\" alt=\"\" width=\"217\" height=\"217\" srcset=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/RcABRLr7i.jpg 500w, http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/RcABRLr7i-300x300.jpg 300w, http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/RcABRLr7i-150x150.jpg 150w\" sizes=\"(max-width: 217px) 100vw, 217px\" \/><\/a>The CXI is a powerful tool that enables us to evaluate, enhance, and differentiate our customer experiences. By prioritizing customer satisfaction, using data-driven insights, and fostering a customer-centric culture, we can unlock the full potential of the CX Index and propel our business to new heights. Embracing the CX Index is not just about improving customer experiences; it is also about building lasting relationships, creating brand advocates, and driving sustainable growth in today&#8217;s competitive marketplace.<\/p>\n<p><a href=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/download-1.png\"><img decoding=\"async\" loading=\"lazy\" class=\"size-full wp-image-17949 alignright\" src=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/download-1.png\" alt=\"\" width=\"251\" height=\"201\" \/><\/a>The CX Index is not only beneficial for customers but also for employees. When employees see that their efforts directly contribute to enhancing customer experiences, they become more engaged and committed to delivering exceptional service. We have recently launched the CX Index mission for both Thomas Cook and SOTC. This has also helped us to increase our Response Rate. Further, we have also made an incentive plan, Rewards and Recognition for all the contributors (Sales, Service, Operations, Airlines, Visa, Tour Manager\u2019s, etc.) to the CX Index.<\/p>\n<p><a href=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/download-2.jpg\"><img decoding=\"async\" loading=\"lazy\" class=\" wp-image-17950 alignright\" src=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/download-2.jpg\" alt=\"\" width=\"136\" height=\"162\" \/><\/a>Regularly monitoring and analysing the Customer Experience Index, we can help our businesses make informed decisions, prioritize initiatives, and ultimately create a more positive and enjoyable experience for our customers.<\/p>\n<p>Every employee plays a critical role in ensuring that we keep raising the bar in our journey towards customer service excellence, and become the gold standard in customer experience.<\/p>\n<p style=\"text-align: center;\"><a href=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/clip-art.png\"><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-17954\" src=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/clip-art.png\" alt=\"\" width=\"300\" height=\"226\" srcset=\"http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/clip-art.png 510w, http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/clip-art-300x226.png 300w, http:\/\/pulseonline.co\/wp-content\/uploads\/2023\/12\/clip-art-398x300.png 398w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#8220;The goal as a company is to have customer service that is not just the best but legendary.&#8221; &#8211; Sam Walton &#8220;Satisfied customers are the best source of advertisement.&#8221; &#8211; Gerry Schwartz &#8220;Happy customers are your biggest advocates and can become your most successful sales team.&#8221; &#8211; Lisa Masiello With this as our goal, we&#8230; <\/p>\n<div class=\"link-more\"><a href=\"http:\/\/pulseonline.co\/index.php\/cxi-customer-experience-index-creating-the-gold-standard-in-customer-experience\/\">Read More<\/a><\/div>\n","protected":false},"author":18,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"http:\/\/pulseonline.co\/index.php\/wp-json\/wp\/v2\/pages\/17947"}],"collection":[{"href":"http:\/\/pulseonline.co\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"http:\/\/pulseonline.co\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"http:\/\/pulseonline.co\/index.php\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"http:\/\/pulseonline.co\/index.php\/wp-json\/wp\/v2\/comments?post=17947"}],"version-history":[{"count":10,"href":"http:\/\/pulseonline.co\/index.php\/wp-json\/wp\/v2\/pages\/17947\/revisions"}],"predecessor-version":[{"id":18167,"href":"http:\/\/pulseonline.co\/index.php\/wp-json\/wp\/v2\/pages\/17947\/revisions\/18167"}],"wp:attachment":[{"href":"http:\/\/pulseonline.co\/index.php\/wp-json\/wp\/v2\/media?parent=17947"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}