Think great customer service and the first company that comes to the mind is Zappos. This despite the fact that the brand doesn’t deliver products in many countries, including mine. But who can ignore the amazing stories one [...]
Chatbots are becoming the in-thing today as a CX enhancer. This technology is stepping in in every possible garb - be it social media or webpages. While chatbots are becoming a necessity today, unfortunately not every brand realises [...]
Customer experience is made up of functional & emotional elements. It couldn’t have been expounded better than in the book Building Great Customer Experiences by Colin Shaw and John Ivens. Functional elements may include attributes such as timely, [...]
Recently I came across a very intriguingly titled article in the Harvard Business Review – Why customer service is so bad? Because it is profitable. The article extensively discussed how an organisation can deliver bad service and still [...]
Every business has a typical story. There is a business idea or gap in the marketplace. A product or service is built to address this problem. This could be as simple as working out that there is [...]
If there’s one company that demonstrates the benefit of being customer-centric within its DNA, its Amazon. The e-commerce giant’s chief Jeff Bezos is said to always leave an empty chair representing the customer during meetings. All decisions made [...]
Consumers today are spoilt for choice. However, a strong brand reputation can hold customer back from straying. Once hooked to Amazon, there are just a small fraction of shoppers who would prefer an alternative e-commerce portal simply owing [...]
Technology empowered consumers expect personalised services at competitive prices and with large returns. Banks, financial institutions and superannuation industries across all major economies, including Australia, operate in highly competitive environments. While some have buckled under pressure, there are [...]
When I facilitate customer strategy workshops, I ask participants to share a story of their best and worst customer experiences. The best experience is challenging but as you can imagine the worst is relatively easy to share. [...]
Example 1 - I am a loyalist of X brand. Given this, I would still not hesitate to purchase a product from another e-commerce website or a shop down the street if I get [...]
