Ganesh Mukundan

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...

Why the Voice of the Customer is the Voice of God

Vox populi, Vox Dei. (the Voice of the People is the Voice of God) Disclaimer: We won’t get into whether or not this phrase was...

3 reasons why investing in Customer Experience won’t fail

Customer experience is steadily moving up the priority ladder in many organizations. Business owners are waking up to the fact that without a great...

7 strategies for every Auto Dealership to win more customers

Automotive retailers have always played a major role in shaping the lives of the average consumer. After all, buying a car isn’t an everyday...

The 5 S’s that capture the essence of the Net Promoter Score

In the past decade or so, anyone who is a member of the business community with the objective of increasing the scope of their...

CRM Vs CEM – Where Should You Put The Money?

With the customer soon becoming the constant focal point of any business model, the various data collection & analysis tools that aim to analyze...

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