Ganesh Mukundan
76% of customer service teams offer support outside of business hours [New Research]
The customer service landscape has gone through a major transformation over the past few years. Customers today hold more clout than they used to. They’re more aware, have more choices, and possess a stronger voice. Brands are having to pay attention and craft experiences...
4 effective strategies to build a customer-centric culture
Customer centricity is one of the most in-vogue buzzwords. But more than that, it’s an ideology that more and more companies are gravitating towards in today's world. It’s clear that investing in customer-centric frameworks and strategies is how you attract more customers and also retain...
Why customer service needs to break up with ticketing
If there’s one term that is almost synonymous with customer service today, it’s ‘ticketing’. Such has been the pervasiveness of ticketing software. From restaurants to retail businesses to tech companies to hospitality brands, most companies use ticketing to handle customer support. But, here’s the real...
New study on Customer Support: 80% consumers want better service
Winning over the trust and loyalty of the modern-day customer is becoming increasingly challenging. Customers today are not only spoilt for choice, but have extremely high expectations from companies. Consider this: According to a study by Accenture, 87% of organizations agree traditional experiences no...
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 can't be more right. The manner in which the top management, or the CxOs, conduct themselves defines the culture, the...
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 experience you provide your customers is only as good as the culture you build within the company. So, are you...
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 retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates...
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 one side of the coin. There's the B2B angle to it as well, where delivering a great experience is equally...
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 thrilling experience, right from check-in to arrival. Today, it’s pretty unfortunate that the airline industry isn’t able to stay relevant...
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 a time, businesses could differentiate themselves on product and pricing, and often did. However, that is a thing of the...
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 to Richard Branson, CEO of Virgin Group, requesting for a customized menu on Virgin Trains? They made it happen! Virgin Trains...
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 own business better. Most of the brands are quite far away from perceiving complaints as a stepping stone to rectify...
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 to an organization-wide priority and the digital transformation of the modern-day customer. As a consequence, social media evolved into something more...
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 professional chefs, biweekly chair massages, yoga classes and haircuts. Employees at Twitter, Facebook and a host of other Silicon Valley...
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 up two out of the top three reasons. Also, over seven percent of the people surveyed pointed out that they...
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 customer empathy. This is the mental discipline of putting one’s self in the customers place throughout the entire sales experience....
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 ultimately fail to buy. Such customers ‘on the fence’ are sometimes quite difficult to convert and if you are a...
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 model is quite different in comparison to banks and other financial institutions. Also, surprisingly enough, every member is an owner...
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, makes for an interesting trend. After all, not so long ago, businesses could easily recover from losses and win over...
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 making their purchases online is only going to increase further. And for many products, there's the facility to order from...