Have you ever wondered how many touch points there are in your customer journey? Some automated through your digital assets and other manual in form of sales persons, customer service, account …
Perspectives on Gold Star Customer Service
Delivering a great customer experience is a mandate from most CEO's. The customer experience ideally encompasses every interaction of the customer with your product or service. This means it could …
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Project Prioritisation Framework
Every company has a strategy, however it remains a dream until it is put to execution. The strategy to execution is an interesting road with multiple stakeholders, ideas, projects, metrics, …
Customer Experience Framework
Every company wants to improve on their customer experience, however the biggest challenge is how to define it in unambiguous terms. If you interview different executives of the same company, it is …
Business Excellence as a Function
Over last many months, several senior executives cutting across the business domains have asked me the same question and many out there might have on their mind too - Why have a function like Business …