The advent of Social Media, among other things, has significantly altered the nuances of Customer Experience. Impatient customers are increasingly aware of the spread of social media and have adroitly leveraged it. Customer-centric organizations recognize this shift and attempt to address customer issues in time, before they go ‘viral’. They do so through a raft …
Reams have been written over communication! Organizations are acutely aware of the importance of communication and hire agencies to help them craft their communication with the media, public, stakeholders etc. There are myriad, well written case studies which outline how mature organizations raised the bar on communication during crises and garnered acclaim with their gravitas …
A Note on Customer Retention Most organizations cite the importance of Customer Retention, but few actually are able to make it happen. A key reason is that customer attrition is usually the build-up of several events that set the course. Organizations attempt to address this in a piecemeal manner without a comprehensive assessment of customer …
