The Indian Railways is the world’s fourth largest railway system, operating across 67,956 km (42,226 miles) connecting the hinterland of the world’s seventh largest country with every nook and corner of its diamond-shaped geography that is dotted with [...]
What’s been your best customer experience in the last six months? Was it with a BOT or IVR system? Or was it an experience with a human? When I facilitate customer strategy workshops I ask participants to share [...]
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 until the next [...]
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 do something different [...]
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 in terms of [...]
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 is currently the [...]
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 days after making [...]
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 national studies around [...]
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 about 6-7 impressions [...]
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 [...]
