Nilakantasrinivasan Janakiraman
Sustainable Client Centric Business Growth with H2H
In the early 2000s, McDonald's was facing declining sales and customer satisfaction due to increased competition from other fast food chains and changing consumer preferences. To turn the business around, McDonald's management held a series of meetings with its franchisees to listen to their...
Pem ern to, fogoff
Yes, you read it right, “Pem ern to, fogoff!”. In Minionese, it means “We love you, Customers!” As crazy as they may sound, the mascots of Universal Pictures are intelligible role models carrying a univocal message on Customer Experience for all of us. Let’s see...
7 Acts of Customer Centric Professional
I was shook up from a deep slumber by a voice that sounded like my school headmistress “Sir, do you want to buy anything”. A 2 hour evening flight is just right to catch up with some sleep. Seeing me wake up, the person sitting...
Check Points to Evaluate Touchpoint Efficacy
Building an excellent rapport and loyalty with customers isn’t another management fade. It is about building trust and that cannot be done overnight. We all know this and there is nothing new about this. Here’s what we need to know about building Customer Loyalty. It...
3 Trade Secrets of Where to start Customer Experience (CX) Initiative in Your Organization
This article is the second one in the series titled “Getting Started With “Real” Customer Experience in Your Organization”. In the first article, we talked about what truly is Customer Experience and how is it different from existing programs on customer management. Now, I’ll share...
Getting Started With “Real” Customer Experience in Your Organization
Think about it, Customer Experience (CX) is not new to the industry. All of us understand the importance of putting customer at the center of everything that we do. We have created processes that enable us to meet the expectations of the customers. So,...
4 Key ‘Must-Measure, Can’t Leave’ Customer Experience (CX) Metrics
In a world of analytics, most organizations have enough data, metrics and dashboards to deal with. When it comes to customer experience (CX), unfortunately, many organizations don’t always measure and report the right metrics. For example, in a 2018 NPS & CX Benchmark...
2019 India Centric Customer Experience Trends
There are many trend trackers to present a global perspective of CX, but there aren’t many in India. We have seen that many global trends apply to India, only with subtle difference. Here are my key observations about evolving CX trends in India: General Business…
Alice doesn’t live in wonderland
The wonderland experience of Alice lasted only as long as her dream. Though the tale of Alice in Wonderland plays with logic, giving the story lasting popularity with adults as well as with children, it is considered to be one of the best examples...
The Big Hidden Killer of B2B Customer Experience
B2B companies are still in honeymoon when it comes to CX (Customer Experience). Whether or not you agree on this, it is certainly an equivocal 'yes' when it comes to B2B companies making CX a competitive advantage. B2B companies are lucky in a way that...
6 Ways Brands can lead in ‘No Loyalty’ Era
As I was sitting through the meeting of an enterprise for reviewing the efficacy of customer loyalty programs, it was clear that in spite of increased spending on customer service and loyalty programs, the company's loyalty base is steadily eroding. Erosion of loyalty base isn't...