Razorpay Makes The Cut With Its Proactive Customer Experience
A few weeks back I very seemingly fell into the trap of a fake online website called Outcome Offer. I’m usually very cautious, but what did me in (which I realized in a couple of [...]
5 Ways To Build Trust During A Crisis
The Covid-19 has impacted lives across the world in more ways than one. Businesses today are practically redefining the meaning of success – and that’s the right way. Beginning with schools relaxing the fee payment [...]
To survey or not to survey during Covid-19 – that’s the question
The Covid-19 pandemic has put the global economy in the line of fire. Brands are either burning out or metamorphosing. What happens with the metamorphosing ones is something only time will tell – will they [...]
8 Ways To Keep Employees Engaged During Covid-19
I must say the effect of the coronavirus on the world economy has by far been the most detrimental and most interesting event in my entire career. Even as countries are grappling with the situation [...]
Chris Roberts’ Expert Opinion On ING In The Financial Times, Netherlands
ING benefits 'down under' from distrust of Australian banks (This article has been translated from Dutch to English.) In brief: ING is growing fast in Australia because consumers have lost confidence in local banks It [...]
42% of staff are disengaged. Do You know how much this is costing you?
All organisations wax lyrical about efficiency and productivity. This is not a surprising discussion among senior executives in an organisation. However, the solution may just be staring at them in the mirror. According to our [...]
3 Things That Can Make Your Brand A Social Media Favourite
Communicating with customers is key to their journey with your brand. When, where and how they want you to communicate with them are all key components in the customer lifecycle. Studies show that it takes [...]
Do You Know How Dissatisfied Your Employees Are?
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 [...]
Chatbot vs. Live Chat – It’s A Game Of CX Thrones
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 [...]
The Emotional Bridge Between Employee Engagement & Customer Experience
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 [...]