Tag Archives: customer-centric

Service Recovery that Deepens Relationship & Brand Loyalty

Wednesday March 22nd, 2017

Optimising customer’s revenue contribution depends heavily on a company’s ability to deepen and effectively maintain loyalty along with emotional attachment to its brand. There has been plenty of rhetoric around Customer Experience Management as the strategy to achieve this competitive edge. Yet the fact remains that the vast majority of such initiatives either concentrate solely… Read More »

Earning the right to engage with customers on their terms

Monday September 5th, 2016

Proliferation of contact points has been incredibly convenient for modern consumers who now dictate how and when they interact with a service provider. Correspondingly, ensuring ‘individualised’ experience that is consistent and positive has become exponentially more complex for businesses. Compounding this challenge is the entrenched position of Social Media in people’s lives today. According to… Read More »