American Express is a well-known name in the financial sector and the brand has always been applauded for its excellent customer service capabilities. Amongst the tons of differentiating aspects, the major one is that it empowers its customer care professionals to do what’s right for...
Culture outperforms strategy every time. And culture with strategy is a lethal combination - it is unbeatable. Unfortunately, most organizations don’t get this and consider culture and strategy as two different dimensions. The top managers realize that a positive culture is important for growing the...
The unrelenting winner-takes-all war to capture the Indian e-Commerce throne! If the Titans would decide to come out of the pages of Greek mythology and into the Indian online retail market, they would go by the names of Flipkart, Amazon, and Snapdeal. The three companies emerging...
Have you ever heard of the term ‘customer-centric’? Surely, you have!Most businesses use similar terms such as ‘put yourself in your customer’s shoes’, ‘customer is king’, ‘customer-first approach’ and the like. Few of them, however, really know what it means, and even fewer actually have...
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...
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...
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