Susan Ganeshan

Don’t Get Left Behind: Leap Into CEM Fully

In the last 18 months we’ve seen more than $500 million in investment in Customer Experience Management (CEM) software companies. The influx to CEM solutions comes from venture capital backing and/or the many acquisitions leading to consolidations across the space. Earlier this week it...

Customers Don’t Think Omni-Channel: They Think “Help Me, Please”

After a two year pause in basketball my son decided to join a casual spring team to play with some of his friends. Of course, as any parent knows, two-year-old basketball shoes will never fit a growing boy, so we’re off to the...

3 Tips for Using Customer Feedback Data to Improve In-Store Operations

Did you know that over 270 billion customer service calls take place each year? Yes, you read that right -- 270 billion. Now, to some people this is just a number. But to regional and store managers, this number represents a goldmine of data....

3 Year-Round Customer Engagement Lessons We Learned This Holiday Season

In today’s age of social media, businesses hear from their customers almost constantly, regardless of industry. This is both a blessing and a curse. On the one hand, unhappy customers have the power to destroy a brand. But on the other, this constant feedback...

How to Give Your Customer a Seat in the Boardroom

Creating a customer-centric culture is increasingly important in the business world but, according to industry research, only 2% of companies are reaching the highest level of customer experience maturity. Many companies collect data from surveys, call centers, social media and other sources … but...

The Recipe for Innovation Done Right

The importance of innovation can’t be overstated in the business world … but it’s also far from easy. That’s why I’ve broken innovation down into a quick-and-dirty recipe – three simple steps to keep your business moving forward. The first requirement for innovation is empathy...

Why Considering All Customer Feedback Is Key

Did you know that 95% of customer feedback in the world is ignored by brands? Considering that Forrester calls this the “Age of the Customer,” that statistic should shock you and make you think. It should also make you act. The first step...

Epic Fails: Why Follow Through Is Key to Fixing Bad Customer Experiences

At an early age, we learn that mistakes are bound to happen. But we also learn that it's how you follow up and follow through after a mistake which makes all the difference. Many brands don’t realize how important this is, or how difficult it...

New Posts

CustomerThink