CX

Are Digital Natives Losing Their Data Chops?

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According to the popular narrative, new age companies leverage data in virtually every facet of their business (as against traditional companies that run on intuition). To a large extent, this belief is right. Many digital natives owe their spectacular rise in the last decade or two to their prowess with data and analytics. A big … Read more

One – And Maybe Only – Way To Revive Payments Banks

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Every time I go to this leading public sector bank, I see a long line of people outside the branch. “Outside the branch” is the operative phrase because these people literally stand outside the branch. I found out that they’re migrant laborers who queue up to send money from large cities where they work to their family … Read more

Two New Ways To Overcome The Twitter Identity Crisis

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It’s not easy to find someone on Twitter. This includes handles of individual tweeples as well as brands. This creates an identity crisis of sorts on Twitter. In a 2013 blog post entitled The Severe Identity Crisis On Twitter For Digital Marketers, I’d suggested the following tools to overcome the Twitter identity crisis: Twitter Search … Read more

Five Google Backdoors You Probably Didn’t Know

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Sometimes you can use Google to find information stored in a certain website or app that you can’t by using the website or app itself. I call these hacks “Google Backdoors”. Here are five Google Backdoors I use regularly. #1. BUSINESS FINDER A new restaurant opened in my neighborhood. Its owner said they delivered via … Read more

Communications – Low Hanging Fruit For Enhancing CX

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In Poor Communications: The Seventh Deadly CX Killer, I described the painful experience of activating the new credit cards I recently received from my bank. To recap, I didn’t get a paper PIN mailer as was customary during the previous renewals, and the instructions given by the bank on how to activate the new cards on … Read more

Poor Communications: The Seventh Deadly CX Killer

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In Killing The Six Deadly CX Killers, I attributed six key reasons for poor customer experience (CX) and what brands could do to get rid of them, thus enhancing their CX. In this post, I’ll cover the seventh deadly CX killer: Poor communications. I have a Visa credit card issued by a Top 5 private … Read more

Mastering PUSH Notifications – The PayTM Way

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In Four Out Of Five Brands Get PUSH Notification Wrong, I shared my experience with PUSH notifications from four leading brands. I found it impossible or very cumbersome to redeem the targeted offers made by them. At the end of the post, I promised to share the rare example of a brand that gets PUSH notifications right. To … Read more

Four Out Of Five Brands Get PUSH Notification Wrong

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Customer Engagement Management is a technology platform that helps brands manage their end-to-end engagement with their customers in order to foster loyalty, drive repeat sales, increase ticket size, cross-sell and upsell new products, and generate customer advocacy. Customer engagement spans the following stages: Customer Engagement Management Stages Stage 1: Identify customers and enroll them into … Read more

Social Media Customer Service – Use It But Don’t Abuse It

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Frequent readers of this blog and people who otherwise know me would be aware that I’m a big fan of social media customer service. Many years ago, I wrote Customers Of The World Unite, You Have Nothing To Lose But The Call Center Hold Music to explain why I found the channel very effective for reaching out … Read more