Articles in the Customer Experience Category
Analytical Marketing, Customer Experience, Customer Management, Management, Traditional Marketing »
The invention of Polaroid to film-based photography made a huge difference to how the art was performed, nonetheless, barring the invention of Polaroid nothing much really happened in film-photography.
The subsequent invention of digital photography pretty much changed all the rules of the game. In fact, Polaroid as a invention in film-based photography was probably one of the radical difference that was brought. However, in digital technology, I guess changes are happening on a fortnightly basis.
Analytical Marketing, Customer Experience, Customer Management, Financial Services, Traditional Marketing »
A recent incident where one of my colleagues gets a phone call from one of the leading general insurers in India and, the telemarketer ensures to gain my colleague’ attention and engages him in a chit-chat on phone for over 20 odd minutes. Gotten convinced with the marketing offer, my colleague was ready to buy the product under one condition – i.e., like most of us, asks the telemarketers to papers and an agent (read Human Being) to meet to furnish the details and subsequently process the policy.
Analytical CRM, Analytical Marketing, Customer Experience, Customer Management, Management, Retail Banking, Retailing, Telecommunication »
In the last couple of months I had the opportunity to meet a few established players with specific customer management KRAs in financial services industry.
Though its been a couple of years of India waking up to the Customer Management and associated priorities in business management, my initial interactions with aforesaid folks, reemphasized upon the state of affairs being still nascent and yet to grow, the statement of Campaign Management as a priority item in the scheme of things its quite a good evidence on the industry’s nascent stage.
I respect their …
Analytical CRM, Analytical Marketing, Customer Experience, Customer Management, Retailing, Traditional Marketing »
50 Ways to Improve Your Customer’s Experience
Three years ago I shared with readers a list of 50 ways to be more customer-focused and deliver a better experience. I’ve decided to update the list and publish it again. It’s a bit long so you might want to print it out and read it later. Even better, check off those actions you and your team take on a regular basis.
Here are 50 Ways to Improve Your Customer’s Experience:
1. Open the door for your customer whenever possible. This is especially important if …
