tag:blogger.com,1999:blog-80592067407697339992024-03-20T10:05:22.922+05:30When Customers Rule!it's only about the customerShubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.comBlogger89125tag:blogger.com,1999:blog-8059206740769733999.post-77979131346860628162013-08-06T09:47:00.001+05:302013-08-06T09:47:01.726+05:30Highlights of Jeff Bezos buying The Washington Post(Photo courtesy CNNMoney) The news world is abuzz with news & conversations about the Jeff Bezos buying The Washington Post. Here are a few points in the announcements that caught my attention: Bezos’ first communication to The Post'’s employees elaborated clearly where the priority lies – the customer. “The paper’s duty will remain to its readers and not to the private interests of its Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-92115064099544098842012-12-07T09:04:00.001+05:302012-12-07T09:04:01.716+05:30Customers *Must* Be Part of the Co-Creation ProcessThe Economist Intelligence Unit surveyed 226 executives at global enterprises to find out how smart companies innovate as part of a Oracle sponsored study about cultivating business-led innovation. One of the key findings of the study has been that “companies furthest along the innovation path utilize customer data and customer participation in their product and service improvements. Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-31577672755826257002012-02-08T22:17:00.001+05:302012-02-08T22:17:04.495+05:30Who is your customer?Seth Godin rocks in packing wisdom in nugget sized blog posts. This one on customers stands out.
If you can only build one statue, who is it going to be a statue of?
http://sethgodin.typepad.com/seths_blog/2012/02/who-is-your-customer.htmlShubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-86975689471025958442011-10-11T09:33:00.001+05:302011-10-11T09:33:13.982+05:3025 Ways to Show Loyalty to Your Customers(Photo courtesy flickr | woodleywonderworks) A business that values its focus on its customers, regularly find ways to show their loyalty to their customers. It is a good practice for your & your customer facing teams to regularly find novel & memorable ways of doing this. Chip Bell & John Patterson have listed 25 ways of doing this in their Wired & Dangerous blog: Invite a Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com2tag:blogger.com,1999:blog-8059206740769733999.post-41491323837078898412011-05-24T18:00:00.000+05:302011-05-24T18:00:00.342+05:30Suddenlink | Customer Experience Lessons (Photo courtesy flickr | Dex Encarta) In his post FastCompany | 7 Timeless Ways To Improve Customer Satisfaction, author Drew Neisser filters out the following success factors for customer (satisfaction or experience – call it what you may) initiatives based on Suddenlink’s success. In a struggling economy & in an industry with a questionable reputation for bad customer experiences, Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-42010880277675102242011-01-06T09:43:00.001+05:302011-01-06T09:46:08.619+05:30Customer Experience Resolutions“Many companies have customer experience efforts underway and it’s time for them to embed customer experience management into the rhythm of their business — making it a fundamental part of how their organizations operate. Here are my 2011 resolutions for companies that have the courage and resolve to get to that next level.” - Bruce Temkin Read the full post here. Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com1tag:blogger.com,1999:blog-8059206740769733999.post-55855827867366479262010-10-25T21:44:00.001+05:302010-10-25T21:48:28.731+05:30Reinforce The Positives (Photo courtesy Express Photorail) India is gaining in reputation for being the services & hospitality capital of the world. But, instances of bad experiences introduces doubt if the country & its professionals have what it takes to deliver on this promise. I came across a Vir Sanghvi article today that deals with the issue of service attitude (or the lack of it) amongst Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-54839324584180266782010-09-30T22:49:00.001+05:302010-09-30T22:49:34.685+05:30Customer Needs As Innovation SourceStarting with a specific customer need leads to an innovative new product for senior citizens in India. Also another example for a developing nation innovation finding a market in the developed world.http://s.hbr.org/9XtZY3Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-64684311397576362022010-08-30T21:06:00.001+05:302010-08-30T21:06:57.684+05:30Amazon – World’s Most Customer Centric Company Want to know why the Kindle is more differentiated? What does Jeff Bezos think about his competition? What does the “world’s most customer centric company” mean to Amazon? Do you think Walmart has a chance against Amazon? Watch Jeff Bezos discuss all the above & more with Charlie Rose in this interview. Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-34782942070006131332010-06-08T17:35:00.002+05:302010-06-08T18:05:48.804+05:30Tony Hsieh – Delivering HappinessWith Tony Hsieh’s new book Delivering Happiness hitting the stores today, there is a buzz around about Zappos, Tony & his book. One of the first write-ups I have read about the book is a Fast Company blog post. The Happiness Culture: Zappos Isn't a Company -- It's a Mission Some quotes I like from the write-up are as follows: But today Zappos has an employee culture that Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-66680707706454339742010-05-19T18:43:00.001+05:302010-05-19T18:43:30.506+05:30Volvo’s Quest For Customer Centricity Here is an interview of Volvo’s Stuart Lennie where he shares some of the thought processes behind Volvo’s quest to become customer centric. Customer Centricity: It's Not Easy, But Worth It In this interview with Stuart Lennie, President, Volvo IT, North America and VP, Volvo's Global Sales to Order Solutions Unit, we get the opportunity to learn from another company that is not just Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-19938757411116064922010-05-11T22:08:00.001+05:302010-05-11T22:08:35.605+05:30Pay For Customer ServiceAirtel - a leading Indian cellular service provider has (supposedly) announced that it will start charging customers for service calls to its call centers. Though a nominal amount, the first reaction to the news has been indignation. Here below is my take on Airtel's move. (Image referenced from Livin’ On Tulsa Time) From being one of the most expensive countries to make cellular calls in (Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com4tag:blogger.com,1999:blog-8059206740769733999.post-4156330729313760492010-02-25T22:03:00.001+05:302010-02-25T22:03:41.397+05:30Customer Service ChampsI finally got up to reading the BusinessWeek 2010 listing of customer service champs. LLBean (retailer), USAA (financial services & insurance), Apple (cool gadgets), Four Seasons (hotels) & Publix (retailer) share the spoils at the top of the table.  Some snippets that caught my fancy amongst the leading customer service champs are : Four Seasons Hotel – to beat the Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-74954062166608263602010-02-16T21:38:00.001+05:302010-02-16T21:38:55.179+05:30Social Media Lessons From FedEx-------------------- Over the last few weeks, at least a dozen friends have commented on the lack of activity on this blog. This was inspiration enough. -------------------- I came across this interesting post by Matt Ceniceros about how FedEx is using social media to connect with its customers. In the post, Matt explains 5 lessons : Social media expedites your ability to Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-43609896567558305342009-07-23T08:42:00.011+05:302009-07-24T14:16:59.175+05:30Amazon & Zappos on the same tree!Jeff Bezos mentions in his video that he "gets all weak kneed" with customer obsessed company. Well, I am a sucker too for businesses & business cultures that make customer the focus of their existence. And its great to hear that two of these exemplary companies - Amazon & Zappos - are coming together (link to the news).In announcing the coming together of these brands, Bezos mentions a Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-11302123728107750162009-05-06T22:55:00.002+05:302009-05-06T23:02:54.226+05:30Tony Hseih on Zappos CultureFrom ITConversations :Tony Hsieh <!-- /* Font Definitions */ @font-face {font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4; mso-font-charset:0; mso-generic-font-family:roman; mso-font-pitch:variable; mso-font-signature:-1610611985 1107304683 0 0 159 0;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4; mso-font-charset:0; mso-generic-font-family:swiss; Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-51133003348795010332009-03-23T20:00:00.002+05:302009-03-23T20:08:35.954+05:30I read this good post on Peter Bregman's How We Work HBP blog that made a lot of sense to me on multiple dimensions. Some of my take aways :More often than not, the secret to customer loyalty lies in the little wows that you can generate across the customers' experience of your product or service. The web of little wows across the experience life cycle involves contribution from across your Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com2tag:blogger.com,1999:blog-8059206740769733999.post-2989477478237566562009-02-24T23:24:00.004+05:302009-02-25T00:23:30.420+05:30Customer Experience - what lies ahead?In his article The Future of CE: Post Purchase Experience Creation, Mark Binns brings out an important point -The future of CE should be in experience creation. As an industry, we will continue to manage customer service and existing experiences, but never get them perfect. I expect the law of diminishing returns will eventually set in on managing existing experiences. So, creation of new Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-13094914961818559702009-02-03T22:59:00.003+05:302009-02-03T23:22:34.927+05:30Customer perspective during the downturnThe Think Customers 1to1 Blog is carrying a nice post by Brent Leary - So YOU Want to Improve MY Customer Experience?During the downturn in economy (and always ..but especially so now), all businesses ought to be thinking about what works for their customers. How have the macroeconomic factors affected our customers business & life?Should we be offering a different value proposition to Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-960293310458941142009-01-29T16:55:00.004+05:302009-01-29T17:15:38.500+05:30The Ultimate Question - NPSA few months ago I started off on a NPS adoption journey. All though I have gone through some of the continual negative press on the topic, I have not heard or read anything compelling enough to drag me away from the simplicity & basic idea of NP. We have started really small & getting together the mechanism to capture responses to the NPS query. Some questions that I am searching answersShubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-48089037659529042632008-11-10T18:49:00.005+05:302008-11-10T19:06:17.925+05:30Training - Customer Service ExcellenceOne of the objectives of this blog is to share with all any useful new on the subject of customer strategy. Accordingly, am posting this mail I came across of a training being held across multiple cities in India.I have no idea on how the program is & I am not recommending the same. Anyone who has attended this or know of anyone who has attended these sessions, please share your thoughts on Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com1tag:blogger.com,1999:blog-8059206740769733999.post-49165230645565888152008-11-04T22:10:00.000+05:302008-11-04T22:49:30.081+05:30Product centricity to customer centricity(Photo Courtesy: Purdue University)In her blog today, Patty Seybold shares a commentary about where organizations go wrong in the journey from product centricity to customer centricity. In Graham Hill's own words -"The stages start with pure product-centricity. This typically evolves through the development of internal networks of colleagues who need to work together to deliver the value Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-57365723058265896402008-11-03T18:47:00.001+05:302008-11-10T19:11:55.108+05:30Custommerce - Customer Centric Initiative in India=============================================UPDATE (as on 6th Nov 2008)The folks from custommerce mailed me soon after this blog posting. They have indicated that ways of engaging a wider community for this movement has been discussed in the Kovalam conclave. And they will have some concrete steps soon. =============================================custommerce - Strategies for a Customer-Driven Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-25650527663313117882008-10-23T23:35:00.000+05:302008-10-24T00:07:02.503+05:30Quality - The Customer Centric TypeIntangible Quality: Engage in the Third Quality Revolution(Courtesy: www.istockphoto.com)Found this interesting article on Intangible Quality on RocketPosts - nice read. Some of my take aways -Want to create products that meet the subconscious wants and needs of our customers. We want the customer, upon experiencing our products, to say, “This is exactly what I always wanted. This is what I have Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0tag:blogger.com,1999:blog-8059206740769733999.post-10875498610001846082008-10-23T23:07:00.000+05:302008-10-23T23:29:50.805+05:30#1 Novartis initiates customer centricity initiativeBloggers & pundits alike are saying that the tough economic situation would prompt many companies to get onto the customer focus bandwagon. True to their words, Novartis has announced its restructuring plan to implement many initiatives - Customer Centricity being one of them. http://www.novartis.com/newsroom/media-releases/en/2008/1260877.shtmlto implement a new regional US business model Shubhttp://www.blogger.com/profile/17436723823379093920noreply@blogger.com0