Customer Experience

As promised, we are back with Part 2 of our blog series ‘Power of Design Thinking & its impact on Customer Experience’. Mentioned below are 6 key things that you must keep in mind while [...]

Building and sustaining competitive advantage is the only route to survival and growth for organisations across industries. More so in these times of global calamities. Customer Centricity has [...]

An organization’s brand perception, worth and growth (or not) are driven by its customers. It is common to observe some organizations that have lost their way, simply by not keeping the customer [...]

The impact of COVID-19 can be seen unequivocally across the globe. Along with taking a toll on human lives, the virus has triggered a major economic crisis across the globe. The outbreak [...]

For decades now communication gurus have provided us with research, tools and skills to make our communication effective. They have said that the need for having goal focused and structured [...]

This past week, on a flight from Delhi to Mumbai, I heard the two passengers behind me engaged in heated dialogue on how they despised the airlines they were flying and how the experience they [...]

We have discovered in the last 2 years that “customer centricity” is finally and fast, becoming part of the CEO and leadership teams’ narrative. Cognitively leaders and company boards are [...]

As the first 2 months of 2018 have flown by, and companies have taken stock of where they want to focus their energies, unsurprisingly Customer Experience stands out at the top again. This year, [...]

“Customer is king”; probably the most overused, misused, misunderstood and inconsistently delivered cliché in the hallways of service. However,quite opposite to the belief some...

Depicted above is a model of the stages in the consumer decision making process that consumers follow while buying either products or services. When buying either products...