India ranks 3rd in the world in customer experience maturity: Report

India ranked third globally and first in the Asia Pacific region on Customer Experience (CX) maturity, according to a new study by Zendesk’s CX Accelerator report. A remarkable customer experience is critical to the sustained growth of any business. A positive customer experience promotes loyalty, helps you retain customers, and encourages brand advocacy.Whether you own an e-commerce platform or manage a brick and mortar business, a media channel, or a grocery store — you have to provide an excellent customer experience. Mounting an umbrella on a grocery lorry for preventing customers from heatstroke to offering a glass of water in your furniture store — everything you do while keeping your customers in mind leads to better customer experience. Currently, only 17% of Indian businesses deliver ‘exceptional’ customer services, even though 79% said CX is a way to drive revenue according to the report. 

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“In an increasingly tough economy, businesses have a challenge on their hands to stay agile and keep things running efficiently while meeting customer's demands," said Jeff Titterton, Chief Operations Officer at Zendesk.

Further, 62% of Indian businesses can report CX metrics in real-time, the highest across the world followed by Canada (54%) and the UK (50%). Indian businesses are rapidly transforming their CX capabilities, and there are challenges that persist and need to be addressed.

Source: The Economic Times