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Ganesh Mukundan

Ganesh Mukundan
Hiver
I'm a content marketer at Hiver. I've been writing about customer experience for the past 5 years. I'm passionate about narrating delightful customer stories, researching CX trends, and deep-diving into concepts such as VoC and Customer Journey Mapping.

76% of customer service teams offer support outside of business hours [New Research]

The customer service landscape has gone through a major transformation over the past few years. Customers today hold more clout than they used to....

4 effective strategies to build a customer-centric culture

Customer centricity is one of the most in-vogue buzzwords. But more than that, it’s an ideology that more and more companies are gravitating towards...

Why customer service needs to break up with ticketing

If there’s one term that is almost synonymous with customer service today, it’s ‘ticketing’. Such has been the pervasiveness of ticketing software. From restaurants to...

New study on Customer Support: 80% consumers want better service

Winning over the trust and loyalty of the modern-day customer is becoming increasingly challenging. Customers today are not only spoilt for choice, but have...

5 pre-requisites of the Perfect CXO

Like popular wine entrepreneur Gary Vaynerchuk neatly puts it across in a blog post, “everything stems from the top”. In the business world, this...

7 powerful habits of Companies that have built customer-centric cultures

Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the...

5 things that can sabotage your Voice of Customer program

Companies with the best-in-class Voice of the Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they...

The Future of Customer Experience in B2B

When talking about customer experience, there's almost an underlying assumption that the focus is on customers in the B2C space. But B2C is just...

5 ways airline companies can win back customer trust and confidence

Long gone are the days when air travel was a privilege, and when the whole idea of flying was a completely memorable, and quite...

Why Customer Journey Mapping paves the road to Delightful Experiences

Consumer expectations have evolved significantly over the past few decades, with much of the evolution taking part in the last ten years. Once upon...

Customer Experience Lessons from Virgin Group

Sometimes delight stories can be just as cute and adorable as they are delightful. So, what do you think happened when a 9-year-old wrote...

Customer complaints are a welcome gift for your Business [Infographic]

When a customer is seen complaining about a brand, little does the brand realize that this can be a huge opportunity to understand their...

5 ways in which Social Listening can help shape Customer Experience

The social landscape was, unsurprisingly, seen as a marketing platform for years. This was until the evolution of customer experience from just a concept...

Do Perks And Benefits Provided To Employees Impact Customer Happiness?

Companies like Google and Facebook are known for their excessive pampering of their employees. People working at Google’s Mountain View office enjoy lunch from...

Getting Your Customer Relationship Management Right With Newsletters

Why do customers unsubscribe from your mailing list? According to a GetData study published a couple of years ago, irrelevant and spammy content make...

Forget Customer Service: Here’s Why Customer Empathy Is Better

Every business advisor will tell you about the importance of customer service. Lately, they have discovered customer engagement. But almost no one talks about...

How To Deal With Customers ‘On The Fence’

As business owners, you may often come across highly targeted leads who ask you a lot of questions and engage with your product, but...

4 ways Credit Unions can achieve tremendous growth

Talking about anomalies in business, Credit Unions make up for an intriguing study. Although they fall under the category of ‘financial services’, their business...

8 solid reasons to invest in Customer Experience Management

The propulsion of Customer Experience, both as a theory and as a practice, to the forefront of business strategies, over the past few years,...

16 Extraordinary Benefits of Measuring NPS® in Retail

The Retail arena is becoming increasingly competitive for a number of reasons. Firstly, online shopping has reached massive proportions and the number of people...

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