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...
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...
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...
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...
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...
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...
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...