Customer Experience

What does your company culture says about your business? Company culture is a key part of any business organisation and can make a huge difference to the success, or failure, of an enterprise. [...]

    Customers should be at the front and center for all organizations. Organizations embed a customer-centric culture to ensure a sustainable and consistent customer experience. Leaders [...]

  In the last 20+ years, we have done several consulting assignments to help organizations become more customer-centric. In these two decades, we have met various types of leaders. There are [...]

  I was talking to a senior director of a large multinational. He told me that his company wanted to differentiate from its competitors through customer service. He rightly pointed out that [...]

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 [...]