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 [...]
Is your company hooked to making profits from bad CX?
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 [...]
You make the best coffee. But is it enough?
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 [...]
Does your customer have a seat at the table in your organisation to drive good profits?
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. [...]
The secret to brand reputation revealed
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 [...]
Royal Commission throws limelight on customer focus & ethics
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 [...]
Proactivity – the elixir of customer success
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 [...]
Care – the key to creating brand champions
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 [...]
How Netflix busted blocks in the video rental industry
I still remember the days when going to the video library was an exciting event. We would look forward to the release of the latest blockbuster and rush to the library with great anticipation. [...]