Tag Archives: customer experience

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 »

Connect-the-dots to ensure “Great” Customer Experience – Part 2

Monday May 16th, 2016

In Part 1 of this blog series, we looked at how hyper-personalisation is fundamental to delivering “Great” Customer Experience at each and every interaction. Businesses need to “see the world as customers do” in order to appreciate the full customer context – i.e. each journey has to be managed end-to-end rather than as a series… Read More »

Overcoming data management challenges in online channel

Monday May 2nd, 2011

With ubiquitous availability of broadband networks and widespread availability of smart devices to access the web at affordable prices there is dramatic increase in online traffic that is driving the need for understanding customer behaviours at wire-speed across offline and online channels. Customers are increasingly using websites to look for best offers before walking into… Read More »

Ooohh it’s hot

Monday January 11th, 2010

The mercury has just 43 degrees outside, the office air conditioner is starting to struggle and we are discussing what that new office smell that seems to have appeared during the Christmas break is. It can only mean that it is time for some more of my ramblings. The Christmas holiday was spent mostly around… Read More »