Ganesh Mukundan
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 'ACTION' time. You need to start delivering great customer experiences or else be prepared to lose out to competitors. 2017...
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 your product more preferred than alternatives. The sales and marketing experience that demonstrates your business’ commitment to customer satisfaction increases...
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 store where customers only had access to the products and brands that these stores stocked. Now, a lot of people...
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 to make the most out of a holiday shopping crowd, marketers face a unique challenge - their responsibility for the...
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 better results in terms of higher customer satisfaction scores, greater loyalty and retention rates, and so on. While it’s encouraging...
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 accounts being stolen. Earlier this year, ADP experienced a security attack that revealed the payroll, tax and other confidential details...
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, and your treasure chest. They are those customers who don't just keep coming back to you, but recommend your business...
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 scale. At the same time, it is something that they can’t take lightly as only with the right customer data...
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 more customers who say nothing. Instead of leaving customer feedback, they simply defect to another brand. The only way for...
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 couple of years, there is going to be a massive disruption with regards to how customers and businesses interact...
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. In fact, it has been one since it entered the picture in the early 2000s. But with the explosion of...
[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 to lend your ears to what they are saying? This is the whole point of prioritizing customer feedback and creating...
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 you aren’t matching the standards that your customers have set, you start losing business rapidly. And sadly, more than 80%...
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 data your business is able to gather on your customers is crucial in designing this experience. That said, how do...
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 businesses have, surprisingly, felt the urge to measure and monitor crucial consumer metrics since long before. And in order to...
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. With this in mind, the part played by ‘customer experience’ in shaping up the customer’s journey and delighting them is...
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 be part of this grandeur. The experience of the audience is, therefore, a large contributor towards the success of the...
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 own hands with one masterstroke. At a time when they were looked upon as an archaic dinosaur, Nintendo flipped the...
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 for the mediocre. This trait is infused in their daily philosophy of conducting business; successful brands consistently deliver more than...
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 right. There’s chaos, red tape, difference of opinion,yada, yada, yada – and all these things working in unison to ensure...