16, May 2016
Millennials can recite brand names and take personal pride in flaunting them. For such walking and talking brand advocates, enterprises need to go the extra mile by lending a personal customer care through an actual human being.
11, May 2016
Considering the mass digital consumption of services, has customer experience changed drastically as opposed to when it was delivered from brick-and-mortar stores?
10, May 2016
While politeness definitely helps calm the nerves of a customer, unnecessary delays due to ‘getting details’ can be quite unnerving. Any ‘valued’ customer of an organization would love to have information pulled up immediately and with minimum wait time.
5, May 2016
How can brands deal with the moment of truth? Is it through staying ahead of times or by taking out time to understand and resolve customer needs? Well, I think that it has to be a combination of the two.
4, May 2016
It is disheartening to see industry leaders not investing much in understanding ‘who I am’ more than ‘what I might need’.
3, May 2016
In every interaction, irrespective of the channel, there lies an unconscious but defined objective – to keep the customer happy. But how often are customers satisfied about the experience?
by Sanjay Kalra
28, April 2016
While ‘Digital’ has transformed processes that impact every part of an Enterprise’s functioning, it has only magnified the importance of Customer Experience as the key differentiator for today’s businesses.
26, April 2016
Customer experience is neither rocket science nor a herculean task. Sometimes all it requires is just a bit of training
22, April 2016
An expert, a counselor, a guide, a professional adviser? The first thing I learned is that – “A consultant is a facilitator”
21, April 2016
Research has proven that while enterprises focus on providing customer service across multiple channels, they are unable to offer a consistent, contextual and personalized service. Omnichannel is not an option; it is a need.