Behavioral and cultural maturity on Customer Centricity with maturity grid.. An unique attitude based organizational evaluation is used to understand behavioral and cultural maturity and can provide insights on where and what kind of attention is needed from leadership to improve Customer Centricity. Instead of dispersed efforts, they can take focused actions. An overall maturity rating for the organization […]
Inspiration is contagious like COVID! I’m an artist at living – my work of art is my life. – Suzuki Be passionate about designing customer experience. Take personal interest in finer details of your product/service, even if its too insignificant for your role. If a picture is worth 1000 words, a prototype is worth 1000 meetings. […]
Canopus Customer Centricity in an organizational assessment to understand behavioral and cultural maturity of organization. It is a measure of Customer Centricity of organization across 8 dimensions using 4 maturity levels. Unlike traditional assessments, in this survey participants are given with 8 random scenarios and they have to select what they will do or feel in each […]
8 Super Simple Behaviors for Real Customer Centricity While organizations like Disney and Ritz-Carlton have the luxury to hire front line staff based on Emotional Quotient (EQ), you will agree that not all of us have that levy. More importantly, in some sectors we have to weigh other skills such as technical, financial, engineering, software […]
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10 Qualities of Voice of Customer (VOC) Interviewers Voice of Customer Interviews are very critical because it is not easy to get quality time from customer to share their views. When such an opportunity culminates, the VOC interviewer has to be effective enough to make the best out of it. Here are 10 qualities that […]
It is believed that in India, online retail sales will grow by 51% to touch US$120 Bn by 2020. Some of the leading eCommerce companies are Flipkart, Amazon India and Paytm Mall. Current mobile internet penetration in urban India is around 57% and rural India is at 18% only. The penetration of mobile internet have spurred […]
Customer Journey Mapping Definition: Customer Journey Mapping (CJM) is a framework to explore all possible scenarios of customer’s journey so that we can implement the best design. It plays an very important role in Customer Experience (CX) Management and Customer Experience Re-design. As an approach, in Customer Journey Mapping, we create a map of the customer’s journey […]
Yes, you read it right, “Pem ern to, fogoff!”. In Minionese, it means “We love you, Customers!”As crazy as they may sound, the mascots of Universal Pictures are intelligible role models carrying a univocal message on Customer Experience for all of us. Let’s see what we can learn from these yellow childlike creatures. Here are […]
Building an excellent rapport and loyalty with customers isn’t another management fade. It is about building trust and that cannot be done overnight. We all know this and there is nothing new about this. Here’s what we need to know about building Customer Loyalty. It is not merely about your genuine desire or interest in […]
I was shook up from a deep slumber by a voice that sounded like my school headmistress “Sir, do you want to buy anything”. A 2 hour evening flight is just right to catch up with some sleep. Seeing me wake up, the person sitting next to me seemed relieved(may be because of my snoring). […]
Customer Experience Quotes Here is one of the most inspiring Customer experience quotes to delight customers and customer retention. Do not be in a hurry to tie what you cannot untie. – English Proverb Take away for CX Professionals Overpromising is a bad strategy when it comes to customer retention. Get a PDF copy of […]
