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Customer Retention & Churn Management

Sample Customer Centricity Assessment Report

Sample Customer Centricity Assessment Report

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 […]



Importance of Customer Experience

Importance of Customer Experience

Every Customer Interaction creates a Personal Reaction. From the customer’s perspective, if the reaction is positive, she not only desires to have more such interactions, but shares her experience with her trusted ones. If the reaction is negative, it is bad news for both the customer and the company, but it costs the company a […]



Key Success Factor in B2B CX (Customer Experience) in IT Sector

Key Success Factor in B2B CX (Customer Experience) in IT Sector

IT products and services sector is in the forefront of B2B CX revolution. We conducted an interview with Mr. Anand Prakash, VP – Quality, HCL Infosystems about evolving role of CX in IT sector and to share some of the industry best practices. Mr. Prakash has over 3 decades of industry experience in HCL, Wipro, […]



The Big Hidden Killer of B2B Customer Experience

The Big Hidden Killer of B2B Customer Experience

B2B companies are still in honeymoon when it comes to CX (Customer Experience). Whether or not you agree with me on this, it is certainly an equivocal ‘yes’ when it comes to B2B companies making CX a competition advantage. B2B companies are lucky in a way that they deal with a reasonably finite set of […]



INNOVATIVE EXAMPLES OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

INNOVATIVE EXAMPLES OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

What are innovative examples of customer relationship management (CRM)? If the question is specifically to do with data transparency, I think we have examples all around us. Starting from Blue Dart, FedEx, Amazon to Banks & financial institutions, all of them are providing access to information readily to their customers. Self-Service is the way to […]



Changes to website (excluding UI) to improve CX

Changes to website (excluding UI) to improve CX

What things could be done in a website (apart from UI & other obvious stuff) to improve CX & more conversions? If you want to work on Conversions, then don’t worry about fancy stuff. Identify what are the core experience aspects of your visitors such as device sensitive, quick, easy, effort required to complete the […]



What’s the best way to use NPS with a small group of clients < 100?

What’s the best way to use NPS with a small group of clients < 100?

With large Customer base, Organizations don’t know what are the sentiments of customers. Hence gaging it through anonymous surveys will help to estimate loyalty. With smaller group of 100 or less, I assume your sales and service folks already know the reality. Using measures such as share of wallet, repurchase, intent to recommend will be […]



Deciding salaries for customer service executives

Deciding salaries for customer service executives

How do companies decide on pay package for their customer service executives? Customer Service is typically measured using Service Levels. Organizations establish the desired service levels that they wish to operate at and then capacitize for that. Compensation of Service Executives is dependent on several factors (external and internal) other than service levels. Some of […]



Customer Experience: Benefits of Customer Refunds

Customer Experience: Benefits of Customer Refunds

Customer Experience: Are there any advantages for refunding a client for a problem he experienced before he is actually asking for it? Refunds impacts #customerexperience. It depends on the product/service and the nature of the problem. More importantly the emotional state of the consumer.  Its a norm now is some industries to offer 30 day […]



Problems restaurateurs face with respect to customer satisfaction

Problems restaurateurs face with respect to customer satisfaction

What common problems do restaurateurs face with respect to services provided to a customer and customer satisfaction? If one draws a continuum with Products like Commodities on one side and Coaching/Teaching on the other, Restaurant service probably fits at the center. Unlike most services, the consumption happens right then and there and in the supplier’s […]



Best practices in customer satisfaction analysis for IT services?

Best practices in customer satisfaction analysis for IT services?

What are best practices in terms of customer satisfaction analysis for IT services? Most organizations in IT conduct Customer Satisfaction Surveys. So that is the first and simplest of all best practices in that sector wrt C-Sat. Using NPS is also a common practice. Some of the best organizations, perform exploratory and predictive analysis to […]



12 Tips to Tame the Self-Service Juggernaut

12 Tips to Tame the Self-Service Juggernaut

Getting to book your own flight tickets without going to a travel agent or picking food of your choice from a buffet rather than being served are self-services that all of us have done to ourselves in the past few years, if not decades. Industries with large customer base and having multiple-frequent touch points have […]