What can we learn from the recent Netflix and F.R.I.E.N.D.S. news? Netflix needs little introduction. It would not be incorrect to say that Netflix is currently the leader in the world of streaming. Founded in 1997 by Reed Hastings and Marc Randolph, Netflix offers online streaming...
How chatbots are influencing customer experience? It is not hard to imagine this scenario. We have all been there. I need to understand what this unfamiliar transaction on my bank account is. So, I dial the helpline of the bank and get to the IVR. I...
No business today can run without a laser-sharp focus on customer experience. Also, with the competition increasing every passing day, customer experience is the only true differentiator. This is all the more true for the e-commerce sector because the competition there is intense. How then,...
Software as a Service (SaaS) is one of the fastest growing industries today. Businesses are increasingly investing in SaaS solutions - so much so that nearly 73% of businesses will be purely running on SaaS applications by the end of 2020. However, customers stick to only...
The Chief Customer Officer (CCO) is one of the newest members of the C-suite. However, the importance of their role has increased massively in the past few decades. A couple of decades back, this was an obscure term that not many in the business circles...
The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Customer experience, but of course.This blog discusses what customer experience lessons...
What is employee engagement? Employee Engagement is the process of creating a stimulating workplace that benefits both, the employees and the employer. It is not just about employee happiness or employee satisfaction; it is much more than that. Engaged employees have an emotional connection with the...
Software as a Service (SaaS), also called web-based software, is a manner of providing software over the internet or cloud. Due to the software being delivered online, SaaS eliminates the necessity of complex hardware and software compatibility issues or the inconveniences associated with using CDs to install...
Recently, I was reading a case study titled Pepperfry.com: Marketing to Manage Customer Experience by Gaganpreet Singh, Sandeep Puri, and Sanjit Kumar Roy. In the paper, the authors give a detailed account of how Pepperfry.com - a leading online furniture portal in India - leveraged the...
As consumers, we are becoming more dynamic every day. Our expectations from the brands we connect with are evolving constantly. We have 24*7 access to reach out to our favorite brands online and we don't hesitate to be vocal if we have received a poor...
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