Ganesh Mukundan
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...
The top 11 Customer Experience Resolutions for 2017
While 2016 was the year for companies to realize and accept that the customer takes precedence over everything else, 2017 is going to be...
How Technology Is Changing the Face Of Customer Experience (CX)
Customer experience is about influencing three things - product preference, loyalty and advocacy among customers. Simple features that make a customer’s life easier make...
3 Trends That Will Make Customer Experience Better In 2017
Customer experience management has undergone significant changes over the past few decades. In the past, customer experience was generally confined to brick and mortar...
4 Ways To Improve Brand Recall During A Marketing Glut
Remember the time when you loved a TV commercial but were never really able to recall the advertiser? As businesses go on overdrive trying...