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...

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...

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...

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

A good content marketing strategy makes the brand look good and cool, but real success lies in making your clients look good in front...

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...
Still Delighting Customers? Try Making it Easier Instead

Still Delighting Customers? Try Making it Easier Instead

A rather clever and interesting experiment, led by Michael Treadway at Vanderbilt University, sheds light on what we, perhaps intuitively always knew. Humans hate effort. The...

CRMAA Roundtable: How Do You Deal With Rising Customer Expectations?

Customers are the center of every business. By focusing on the customers and creating strategies that are customer-centric, businesses are sure to succeed. However,...

Matrimony.Com’s Technology Delivers Exceptional Customer Experience

K S Rajasekar, GM Marketing says "Our award-winning matchmaking algorithm (MIMA) helps deliver matches that are relevant to the customers. Our recommendation engine studies a ton of data including user preferences, expectations and behavior, not to speak of historic data. It helps deliver high value, boost the prospects of members in finding compatible matches and ultimately drives business results."

Marketing Through the Customer Lifecycle

As B2B business models continue to shift toward subscription and as-a-service, marketers are paying much more attention to customer experience and value throughout the customer...

Guide Your Buyers Through the Customer Journey with Social Media

The customer journey has changed. With as much as 90% of a buyer’s journey being self-directed, according to Forrester Research’s 2015 report, “Don’t Let...