Anand Srinivasan
Giving What Customers Want
Customers do not always know what they need. Henry Ford once famously remarked that if he had asked people what they wanted, they would have demanded faster horses, not cars. There have been a number of successful businesses that have shied away from customer...
How To Improve Customer Support Experience
Poor customer support experience can be bad for business. One study estimates that American businesses lose more than $75 billion each year due to poor customer support. Over half of the participants in this study revealed that they are very unlikely to engage with...
Giving Your Customers A Great First Impression
If you want to keep customers for a long time, you want to make sure that you give customers a great first impression. For many years, the business world has assumed that the best way to make that great first impression is to offer...
The Do’s And Don’ts Of Customer Training
Businesses spend millions of dollars each year in building brand loyalty and customer satisfaction. But according to a study published by Salesforce, none of this is possible without effective customer onboarding. Their 2016 State of Marketing report found that nearly 73% of marketers believed...
The Power Of Customer Testimonials
You may have not heard of Y Media Labs. But this is a company that is today trusted by some of the biggest companies for their digital strategy services. The company boasts of clients like Home Depot, Paypal and L’Oreal. And all of this...
How To Use Content Marketing To Get New Customers
As it is with any marketing strategy, the objective of content marketing too is to generate qualified leads who may eventually convert into paying customers. While the success of content marketing is often measured by the number of new visitors to your site or...
How To Train Your Staff For Customer-Facing Roles
The impact of customer service on business revenues cannot be overstated. According to one study, businesses in the United States lose as much as $41 billion each year just to poor customer service. A lot of this has to do with inadequate employee training....
How Your Employees Affect Your Customers’ Behavior
It is a truism in business that improving customer service will help sales and improve customer relations. Unfortunately, companies too often look to measurables and deliverables to concretely move these markers, when what is actually needed is soft skills and additional training. While making...
How to Negotiate a Contract with a High Value Customer
Every business has customers that they cannot afford to lose. Converting one of these big brand customers opens the doors to dozens of other customers from the same league. One easy way to do this is by dropping the price on your product or...
How Consistency In Service Can Affect Customer Retention
A 2014 McKinsey report outlines the 3Cs that are absolutely essential to customer happiness - consistency in customer journey, consistency in customer emotions and finally consistency in communication. Their study found that creating a consistent experience can increase customer satisfaction by 20 percent, lift...
Should You Allow Your Customers to Pay In Bitcoins?
Bitcoins have come a long way since they were introduced as a decentralized virtual currency system in 2009. In pure value terms, a bitcoin today is valued at close to $4,000. The cryptocurrency has also seen immense growth in usage and it is estimated...
Understanding What Your Customers Want
If you are a regular shopper for beauty products at Target, you may have, in recent years, come across one of their many experts who you can talk to for personalized advice before you actually go ahead and buy. Such beauty concierge services are...
Employee Training Can Be Key to Customer Satisfaction
You own a business and you pour your blood, sweat and tears into it daily to find new ways to increase sales. But, after several years you find that your business is having trouble growing. If this sounds like you, it may not have...
How to Deliver Better Customer Experience Through Technology
A lot of frustration that customers experience through the transaction process can be easily and inexpensively fixed with technology. Take the airline industry, for example - the average departure delay from the Chicago O’Hare airport has been calculated to be 37 minutes. While delays...
Crafting The Right Discount Marketing Strategy For Your Customers
Contrary to popular perception, discount marketing does not only work on the ‘mainstream’ audience. Customers, no matter how high up they are in the value chain, love a good deal and like to compare prices. One study found that there are essentially two ways...
4 Tips to Speak Your Customers’ Language – and Why It’s Crucial
Good communication is always about the listener. It’s always about the reader. It’s always about the customer. It’s not about you. This article is about how to speak your customers’ language, but there is one thing you should remember when you finish reading: It’s all…
How Serious Are You in Protecting Your Customers’ Privacy?
Consumer trust in businesses is at an all-time low, and this encompasses digital businesses, as well as other organizations and institutions. According to the recently-published annual Edelman Trust Barometer 2017, “trust is in crisis around the world.” And while the technology sector is still...
Improving Customer Experience In A Restaurant Setup
Customer satisfaction is the prime driver of growth in the restaurant industry. This is especially true in the modern age where a few unhappy reviews on third party sites like Yelp or Zomato is sufficient to send your revenues in a tailspin. Unfortunately, the...
Earning Customer Trust Through ‘Deselling’
Marketers are traditionally entrusted with the job of communicating a product’s values and benefits to the customers. ‘Deselling’ is the process of communicating the opposite - letting the customer know why they should not buy your product. It may appear counter-intuitive, but deselling is...
Using Social Media As A Customer Engagement Tool
The social media landscape has truly matured as a marketing platform over the past decade or so. Platforms like Facebook, YouTube, Instagram and LinkedIn provide marketers with a diverse range of tools with an equally distinctive content medium to experiment with their marketing campaigns....