Kumaran Shanmuhan

5 Reasons Not To Ignore the Rants of Your Customer Service Employees

You listen to your customers on social media. Do you listen to your customer service employees? We did...You'd be amazed at what we found, or will you? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your...

How to compete on Customer Experience in an Amazonian Digital World

Few weeks ago, I saw my local Sports Authority store go out of business. It got me thinking about why some retailers are growing while the rest are pushed out of existence by online-only retailers. More data came along recently, as leading retailers shared their...

Customer Intimacy in the Digital Age

Few months ago, I was watching a movie on Amazon’s Video Streaming Service. My Roku seemed to have some issues streaming the last 15 gripping minutes of the movie properly. After several attempts, I switched to a laptop and completed watching the movie...

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