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 [...]
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 [...]
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 [...]
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, [...]
As we enter an age where employee engagement is emerging as one of the top drivers of business growth, the ‘why’ of engagement has become quite clear. What’s still a mystery though is the ‘how’. Though there [...]
The previous blog in this Q&A series focussed on the major reason as to why customer service is often not at the forefront of modern business activity. I hope that my readers enjoyed my perspectives on customer lifetime [...]
In my first blog article in the Q&A series, I shared my view on why the marketing department is not taken as seriously as it should be. I hope my answer helped you understand the dynamics between Marketing [...]
Last year, when the University of Auckland started an initiative to publish a book on the changing face of customer engagement, I was extremely excited to be invited as one of contributing authors. The editors were looking for [...]
Last week, I happened to bump into a friend who runs his own medical practice and got chatting about the onslaught of health issues affecting the working population. He was concerned about how most people view physical health [...]
