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.
The customer service landscape has gone through a major transformation over the past few years. Customers today hold more clout than they used to....
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...
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...
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...
Like popular wine entrepreneur Gary Vaynerchuk neatly puts it across in a blog post, “everything stems from the top”. In the business world, this...
Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the...
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...
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...
Long gone are the days when air travel was a privilege, and when the whole idea of flying was a completely memorable, and quite...
Consumer expectations have evolved significantly over the past few decades, with much of the evolution taking part in the last ten years. Once upon...
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...
When a customer is seen complaining about a brand, little does the brand realize that this can be a huge opportunity to understand their...
The social landscape was, unsurprisingly, seen as a marketing platform for years. This was until the evolution of customer experience from just a concept...
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...
Why do customers unsubscribe from your mailing list? According to a GetData study published a couple of years ago, irrelevant and spammy content make...
Every business advisor will tell you about the importance of customer service. Lately, they have discovered customer engagement. But almost no one talks about...
As business owners, you may often come across highly targeted leads who ask you a lot of questions and engage with your product, but...
Talking about anomalies in business, Credit Unions make up for an intriguing study. Although they fall under the category of ‘financial services’, their business...
The propulsion of Customer Experience, both as a theory and as a practice, to the forefront of business strategies, over the past few years,...
The Retail arena is becoming increasingly competitive for a number of reasons. Firstly, online shopping has reached massive proportions and the number of people...