Power Of The Happy Exit Most of us are familiar with doctors who do not need pre-appointments to meet with. You just show up, take a number and wait and wait.. The quantum of time you wait is pretty much luck of the draw. There are times when you would wait for 10 minutes and […]
Of Amazon And Welding Rods – Impact Of B2C Experience On B2B Customers Build a great product, work out a great price, get the right connections into buyers, land up at their factories,demonstrate the product, give the right customer references and you are well on your way to making that sale. Sounds familiar?This is how […]
Marketing In Financial Services & Products Defining target customers at the best of times is a tricky affair, but into that mix add an economy that is still not hit peak form and sustained intense competition and even the best of marketers run the risk of being caught flat-footed. Increasing demand by simply cutting costs […]
Your Starbucks Moment Imagine yourself in a strategy meeting at your organization. Imagine the number of ideas that usually float around in such meetings, on how to beat competition, how to invigorate the channels, how would we innovate, how would we find good people to work for us, how do we bring in additional resources, […]
Raise The Bar Most organizations in the country have some of the other customer initiative on. This, one would imagine is a wonderful thing and it perhaps is. Then why are most of our organizations still light years away from being truly customer-centric? Why do we, as customers continue to suffer away in silence? The […]
Customer Delight Needs Experience Customer Delight’s largely accepted definition is said to be “capturing those moments when your customers have received a good or service that significantly surpasses what they had initially anticipated “. The marketing department then uses instances of this delight to be showcased for additional customer opportunities. What happens to all those […]
The Arc Of Customer Experience Rx Dr. Knows Best In an environment of “Dr. knows best”, where the customer is rarely right, what does Customer Centricity and Customer Experience really mean?The very personal and often intimidating nature of the service and the very wide gap of knowledge that traditionally exists between the customer and the […]
Why Customers Hate Your Technology Solutions ‘Redeemed 3832.56 units of (Mutual Fund Name) on 12-Aug-11 at an NAV of Rs XXXX. Your a/c has been credited with Rs. XXXXX’ Thus read the early-morning SMS I received from Citibank. A happy situation one might surmise. But instead, it led to a flurry of totally unplanned, frenetic […]
Making Passion Scalable – The ‘Not’ Questions To Ask Your Business In a previous post, I wrote about the restaurant El Bulli and how touching the soul of the patron is, in many ways, the pinnacle of great sensory design. As a natural progression, it led to the rejoinder from a reader that went – […]
Customer In Tears? This Could Be Good News! A recent episode of No Reservations that I caught playing on television had the host Anthony Bourdain visiting the iconic restaurant, El Bulli, up in the Catalan mountains. In conversation with him, a patron says with tears in his eyes (These were not his exact words but […]