Infographic – Role of strategic planning
from Canopus Business Management Group
Continuous Improvement Deployment & Organizational Culture
Continuous improvement deployment from Canopus Business Management Group
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, […]
What is the best customer experience design tool?
I even don’t know if there is any such tool that is considered best! I also need to quality the question first before answering it. What do you mean by “Tool”? Is it a software tool or a technique such as a ‘process mapping technique’. I’m going to answer this question by considering the latter […]
Protected: Customer Analytics Workshop – Prework
There is no excerpt because this is a protected post.
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)
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
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?
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
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: 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
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 […]