How to measure the ROI and effectiveness of Learning Programs? Many learning interventions, whether they are simple training programs or complex workshops involving multiple touchpoints, fall short of getting sufficient endorsement from business leaders. There can be several reasons & those might vary case to case, but one of the biggest issues with learning engagements is lack of […]
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 […]
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 […]
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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 […]
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 […]
Customer Experience: How do the products and services you buy, waste your time, even if they ultimately give you benefit? Customer Effort is becoming a key factor in the decision making! The question that Customers are increasing asking is, does the service channel enable faster end-to-end hands-on time for the me to complete the desired […]
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 […]
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 […]
There is no excerpt because this is a protected post.
There is no excerpt because this is a protected post.
There is no excerpt because this is a protected post.
