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Customer Value

Protected: Self-assessment – CX Organization Culture

Protected: Self-assessment – CX Organization Culture

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Wastes in Business Processes

Wastes in Business Processes

Business Processes are packed with wastes(Muda). Open your 3rd eye to spot them.



Dimensions of Customer Productivity

Dimensions of Customer Productivity

The dimensions of customer productivity can be best understood, when we see it through customer’s lens: Inputs Ease & ConvenienceUnificationSimplificationFast & EfficientTime savingFirst time right Outputs Functional – Emotional BalanceTrading Up/Down the Value-Price LadderValue Enabling and EnrichmentEducation/Information Get India Centric Customer Experience Trends Report Download



6 Ways Brands can lead in ‘No Loyalty’ Era

6 Ways Brands can lead in ‘No Loyalty’ Era

As I was sitting through the meeting of an enterprise for reviewing the efficacy of customer loyalty programs, it was clear that in spite of increased spending on customer service and loyalty programs, the company’s loyalty base is steadily eroding. Erosion of loyalty base isn’t new phenomenon. Credit card issuers, for example have been competing […]