Rohit Yadav
The Art of Being Truly Customer Centric
“Customer centricity is a culture of putting the customer at the centre of everything you do” – Brian Solis A few years ago, with the rise of social media, many organisations thought that social media was the Holy Grail in marketing. Social media would solve...
Social Data – A Catalyst for Rich Customer Insights
A brand is no longer what we tell the consumer, it is what consumers tell each other – Scott Cook, Founder, Intuit Imagine a life without Facebook? For many it’s hard to believe. For me Facebook’s acquisition of Instagram in 2012 for a whopping $1...
Customer Experience – Keep it Simple Silly !
I've learnt that people will forget what you said, people will forget what you did, but people will never forget how you made them feel - Maya Angelou Does Customer Experience require information technology? Or let me rephrase the question, is it necessary to purchase...
Data Science 101: The Rise and Shine of Machine Learning
We are living in a digital era where Customer is the king. Many businesses have capitulated to this new realm and have started interacting with customers dynamically. Today the customers are free to navigate a merchant (eCommerce) website any way they fancy. Also the...
Packaging Perks – Importance of Packaging for your Online Business
What’s in a packaging? According to a study conducted by Dotcom Distribution, a logistics solution provider, there is more to it than just the product inside. Nearly 52% of customers who were surveyed for the study revealed that they made repeat purchases from online...
In Customer We Trust
There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else – Sam Walton /ˈkəstəmər/ - Oxford describes customer as a person of a specified kind that one has...
Of Customer Engagement, Targeting and Re-targeting
“You don’t earn loyalty in a day, you earn loyalty day by day” – Jeffrey Gitomer One of the toughest challenges for corporates in the matter of customer engagement is having the right content, for the right user, at the right time. It is very...
Social Data and The New Age of Customer Centricity
Imagine a life without Facebook? For many it’s hard to believe. But on February 4th, 2014 Facebook completed 10 years since a Harvard sophomore named Mark Zuckerberg created a website called Thefacebook.com to let his classmates find their friends online. Since then much has been...
The Path to 1:1 Customer Journey Success
The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” It is now...
Customer Intelligence Lessons from the movie “50 First Dates”
“Can I have one last first kiss?” – Lucy Whitmore, 50 First Dates Henry Roth (Adam Sandler), a marine life veterinarian living in Hawaii, meets Lucy Whitmore (Drew Barrimore), an art teacher, in a café one morning. They hit it off and agree to meet...
5 Customer Experience Lessons From a Barber
“A hair in the head is worth two in the brush.” – Oliver Herford Great customer experience can come from anywhere. A barber shop would seem an unlikely place to collect business wisdom yet how is it that most of the times a barber shop...
An Ounce of Loyalty is Worth a Pound of Cleverness
“There is only one boss. The Customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton, Walmart The world is moving towards quantification of customers, quantifying every aspect of customer experience...
The Gospel of Customer Centricity for Improved Customer Experience
The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, "Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” It is now more...
The Future of Big data is Wearables
The Net (Part 1) The plot goes something like this – Sandra Bullock plays a computer expert Angela Benett, her life changes when she is sent a program with a crazy glitch to ‘de-bug’. Soon she finds out some vital government information on the disk,...
Customer Centricity – Beginning at the Beginning
A few years ago, with the rise of social media, many organisations thought that social media was the Holy Grail in marketing. Social media would solve all the problems and customers would be at the centre of each organisation. While social media has absolutely...
