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Organisations aspire to be customer-centric. They launch big transformation programs to try and align the entire organisation towards this goal. To make it happen, they look at customer insights, unde...
It all starts with corporate culture.
You have to stay ahead of the curve to survive.
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I recently chaired a two-day "Banker's Customer Experience Summit" in Dubai. During such international events many people reach out as it's a great opportunity to network and cross-pollinate ideas. Th...
Last week I was at a leading coffee chain at Indira Nagar in Bangalore for a quiet meeting with one of my clients. However, from the moment we occupied the table, a server insisted on hovering next to me waiting for my order. I requested her to give me some time but she didn't budge. After she brought my order, she came again in seconds with the bill. Her whole objective seem to have been to quickly empty the table for the next customer. I was disgusted at the attitude.
In today's connected consumer environment, customers have more power than ever before. They are increasingly interconnected through various sorts of social networks, resulting in tremendous influence and reach.
I remember in the '90s when dial-up Internet found its way into residential neighbourhoods. It took days for someone to respond to a call, and even longer for a technician call-out so you could surf on Netscape Navigator (yes Beliebers, Google that!). Today, it's all, 'send us a text and we'll send someone to your door', 'visit our site and let's chat live to work out what insurance policy you need'.