Ganesh Mukundan
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 erroneously attributed to William of Malmesbury or if it was in fact mentioned by Alcuin in a letter to Charlemagne....
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 customer experience accompanying their products/services, there’s little chance to keep customers engaged. With this in mind, using a Customer Experience Management...
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 event and to most people this purchase is a milestone! Auto dealerships, therefore, by very nature of their business sell...
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 business will have realized the importance of building a customer-centric foundation and considered tracking customer experience in this pursuit. A...
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 and unravel insight into customer behaviour have grown in prominence. And while growing in prominence, these tools have branched out...