{"id":1884,"date":"2014-12-12T11:00:23","date_gmt":"2014-12-12T05:30:23","guid":{"rendered":"http:\/\/gtm360.com\/blog\/?p=1884"},"modified":"2021-11-05T16:10:54","modified_gmt":"2021-11-05T10:40:54","slug":"how-cx-drives-sales","status":"publish","type":"post","link":"https:\/\/gtm360.com\/blog\/2014\/12\/12\/how-cx-drives-sales\/","title":{"rendered":"How CX Drives Sales"},"content":{"rendered":"

In this day and age of Amazons and Flipkarts, it shouldn’t take much for a business to appreciate the importance of customer experience.<\/p>\n

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Nevertheless, when we recommend certain features to improve the UX \/ CX of our customers’ products or platforms, we often receive pushback ranging from “when a customer takes a little more trouble to contact us, we’re assured that they’re serious about us” through to “if a customer really has a need, they’ll take the trouble to place the order on us”, and various arguments in between.<\/p>\n

This tells me that there’s still a lot of confusion about the exact role played by CX in the buyer’s journey. So much so that some people still use poor CX to qualify leads and others, to underwrite their ration-officer like mentality.<\/p>\n

Which is a shame!<\/p>\n

So I thought I’ll illustrate the stages of the sales funnel where CX makes a perceptible contribution and take the example of Olacabs to explain how better CX has resulted in more sales from me.<\/p>\n

\"mattress-purchase-cycle\"<\/a><\/p>\n

Founded by a fellow alum from IIT Bombay, Olacabs is among the new breed of taxi aggregators that also includes UBER, Meru Cabs, Easy Cabs and so on.<\/p>\n

\"\"<\/a>Olacabs recently launched a mobile app<\/strong><\/a>\u00a0for Android, iOS and Windows. With just two clicks, the app lets customers book rides immediately or a day in advance. By eliminating the pain of dealing with a call center and removing the need to sit in front of a PC to book a cab, the mobile app takes Ola’s CX to the next level. This has driven more sales in two ways:<\/p>\n