Customer Enchantment

Customer Service

Taught CRM today, as part of my visiting faculty assignment.  There are two types of organizations: Customer centric Non customer centric Examples galore, in both categories.  What shocks me is even some of big brands are not customer-driven. They have very good sales management process. But customer service, pre-sales & post-sales is pathetic. Some brands […]

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Three Levels of Work, Worship

Three Levels of Work, Worship

India is celebrating… long weekends! Twice in this month! Long week-end, and a looooong post ☺ August 15th to 18th – Independence Day to Janmashtami (Sri Krishna’s birthday). Gods are smiling on us again. Yet another long weekend, though not ‘as long’. Aug 29th to 31st. Stating the obvious, most of these public holidays are […]

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CRMnext to help ICICI Group revamp consumer strategy | Business Standard

Initiatives such as these to integrate all relationship, across product & services within the bank will immensely help. It would be still better to integrate also the cross-sell on insurance/MF within group. If such systems are capable of integrating the family accounts, it would help, both banks & customers thereof. The critical differentiator will be […]

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Customer Service The Flipkart Way

Flipkart – Sachin Bansal, CEO/Co – Founder, suggests five ways to ensure Customer Delight in E-commerce – Source: Outlook Business/22 June 2013 Discussing Customer-Service, many threw up Flipkart as a brand which fits the bill. (Comments: Related to Banking) Listen to Customer – every customer touch-point/’encounter’, this is important… active listening to customer Under-promise & […]

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