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...
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...
5 Ways to Focus Your Marketing Efforts on the Customer Experience
According to Gartner, customer experience is the practice of designing for and reacting to customer interactions to meet and exceed customer expectations, to increase customer...
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...
Why be a CONsumer when you can be a PROsumer?
Did you know that at the recently concluded Consumer Electronics Show (CES) 2015 show in Las Vegas exhibited some interesting products on display that...
‘The Customer is Always Right’ to ‘The Customer is Everywhere!’
The customer is always right…it’s a slogan anyone in the customer service industry is well aware of not to mention the trials and tribulations...
Toxic Clients: How to Spot One
I grew up on the story of how Infosys politely refused General Electric's unreasonable conditions in 1995 and walked away from their business when...
Nine Easy Steps for a Quick Customer Experience Tune-Up
Customer experience (CE) is the new imperative. However, among the top concerns companies have regarding CE are cost and delayed return on investment. The...