Are You Cultivating Loyal Customers

Are You Cultivating Loyal Customers?

Cultivating relationships and building a sustained dialogue pays, at least in the Retail business! It is time to sit up and take notice of...
CX: Customer Experience Concept

Best of 2018 with Paul Writer: 10 Thoughts on CX for India

As the year winds down, my inbox and social media stream have started being flooded by the inevitable”2018 CX forecast”, listings. Undoubtedly most of these...
Chat Bots

My Bots Will Talk to Your Bots

News of the Lufthansa strike in December 2016 reached me as news often does - via a casual post on Twitter of someone saying...
Hospital Experience - Representative Image

Customer Experience Journey to Avoid a Crisis

Trending on social media is the tragic story of a seven year old who died of dengue after allegedly being treated for 15 days...
Chatbot

5 tips to creating Human-like Chatbots in the Conversational User Interface

It’s counterintuitive that a chatbot that is used to automate customer interaction needs to feel human!! But the GUI is now evolving to becoming...

Is Your Content Strategy Focusing on Making Your Customers Feel Great?

We all know good marketing makes the brand look good and cool, but real success lies in making your customers look good in front...

True Life: I’m Addicted to Amazon – A Customer Retention Story

I have a confession. I have placed 118 Amazon Prime orders in the last 6 months. Now, judging by the amount of cardboard in my...
Customer Journey

The What, Why, How and Who of Customer Journey Maps

Research shows that 81% of consumer brands believe that they have a 360 degree view of their clients while only 37% consumers believe that...

Back on the Yellow Brick Road: Getting Customers Who’ve Strayed To Re-engage [Infographic]

The Wizard of Oz is one of the greatest journey movies of all time. In it, a heroine brings together a team of charming characters...

Architecture of Empathy

What is Architecture of Empathy I was in a twitter chat recently at #CMO India where I was fortunate to have shared views with some...