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.
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...
Why NPS is much better alongside Customer Experience Management
The hype surrounding Net Promoter Score® is justifiably real. More and more companies have taken a liking towards NPS®, hoping that it would fetch...
How To Win Back Customer Trust After A Security Breach
Cyber attacks and security breaches are all too common these days. Last month, Yahoo confirmed a data breach that led to 500 million user...
Understanding the Golden Goose of the NPS® spectrum
If you are familiar with the Net Promoter Score®, you should know about promoters, passives & detractors. Of the three, promoters are the loyalists,...
How measuring in-store Customer Experience can be so much fun!
Customer feedback management – right from collecting to analysing customer data – is a cumbersome process for brands as they grow in size and...
7 practical ways to collect Customer Feedback
There’s a saying that for every customer who actually bothers to complain about an unpleasant experience with a brand, there are at least 20...
How are Chatbots redefining Customer Engagement?
There’s a loud and growing voice advocating chatbots to be the future of customer engagement. Isn’t that pretty exciting? Just to think that, in...
A beginners’ guide to the Net Promoter System®
The Evolution of the Net Promoter System® There’s no denying that the Net Promoter ScoreSM is a hero when it comes to measuring Customer Loyalty....
[Infographic] 4 useful tips to design the perfect Voice of the Customer strategy
“Your most unhappy customers are your greatest source of learning” – Bill Gates But…. how do you learn from your customers if you’re not willing...
There’s a cost to everything! Even when you treat customers poorly
There’s no denying the fact that today the cost of conducting business has gone up. Another important point to be noted is that if...
5 things to assess when investing in Customer Analytics
We are riding the customer experience wave where the customer, as the focal point, has now become more important than ever. Any and all...
The only Mystery Shopper you really need is your Customer
The “customer experience” buzzword and all the hype surrounding it is more of a recent phenomenon. Dig a little deeper and you’ll notice that...
7 Customer Experience challenges for the Retail Industry
Being one of the fastest growing and most competitive sectors, the Retail industry and its impact on the end -consumer can ever be understated....
The Olympics is here. So is the need to make it a great experience!
CX is not just for businesses. Any event also has ‘customers’. And something as magnanimous as the Olympics definitely attracts millions of people to...
How Nintendo mastered Customer Experience through Pokemon GO
Nintendo – A name which literally means ‘Leave luck to the heavens’. The world’s biggest video game company who finally took luck into their...
11 definite ways to exceed customer expectations
Let me ask you a question. What differentiates companies like Apple, Amazon, Zappos from the rest? Quite simple - the quality of NOT settling...
5 aspects of a winning Customer Experience Management strategy
Despite the growing global focus on creating better & more innovative experiences for customers, many companies are still unable to get the execution part...