Audits It’s one thing to start on the road to customer centricity and design customer experiences that keep them coming back for more. To make sure you continue to stay on the path we help audit your processes and performance regularly. Channel Cx Customer Experience Audit Touch-Point Audit Competitor Benchmarking Organization Customer Centricity Audit Specific […]
‘Cede control to the customer’ said the tweet I sent out recently when I pointed to a post `Stress and Customer response’ by a colleague… and, boy, did it get some incredulous `you must be off your rockers’ reactions. Cede control … a phrase that evokes instant defense in most people. We like to be `in control’ […]
Stress Way back in 1932, to Hans Selier, an Austrian physician goes the credit for coming up with the term “stress” ( a term he apparently borrowed from metallurgy ) to mean the response system in animals which saves your life if it lasts very briefly, and makes you very sick if it goes on […]
I can’t quite recollect where I heard it, but the anecdote goes that in the years when there was still a USSR, a bunch of Soviet scientists went to the US for a conference. They had heard much about the economy of abundance and looked forward to their shopping trip to the nearby supermarket. They […]
A comment during a recent pitch we were involved in, set me thinking. The discussion was on how and why organizations relied on “Mystery Shoppers and Mystery Shopping” as a valid method of gauging Customer Experience and thence Customer Satisfaction. As organizations continually grapple with getting an accurate fix on what really drives their customer’s […]
‘Serendipity’ is one of those words that just sound so lovable and full of optimism, of happy coincidences, of good tidings to come.If one were to look up the word’s origins, a reading of a Wikipedia entry, that of Horace Walpole’s 1754 retelling of an old Arab tale would be in order.THE TALEThe tale went […]
“We are already doing customer satisfaction studies, so why do we need a customer experience study?” This is a common refrain I hear from a number of customers we engage with. I can see where they are coming from. After a lot of organizational time, money and effort are expended on these studies. Well, if […]
I forget, as to who was the Hollywood mogul who once said,” Sincerity is the key, baby, if you can fake that, you have it made !” Many organizations seem to have this approach when it comes to satisfying and servicing their customers.Talk politely at all times to customers who call, humor them, dawdle, tarry and […]
As I sank into the plush, comfortable couch I surveyed the scene with a sense of unrealism. Potted plants, huge plasma screen televisions playing the latest movie, the aroma of coffee and fresh-baked bread, a choice of newspapers within hands reach, muted conversations. I was waiting for an appointment at the swank Kokilaben Ambani Hospital […]
That Indian consumers are a growing breed is now known. India has a severe shortage of trained, knowledgeable staff to serve this growing set of consumers is also now being widely recognized. Why then do organizations spend the time, effort and money to train these scarce resources, only to not empower them? Baffling. The current […]