‘Customer Experience’ Category
My Wish List…
What if a fairy comes to me and asks me for a wish? What would I ask? My 4 years old daughter approached me yesterday with this question and it set me thinking. Though as adults we understand that fairies are only in stories, I did begin to think of my wish list. And being [...]
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Future of Online Customer Experience
Sometime back I was at University of Wollongong in Dubai on a panel discussing “Internet Marketing” in UAE. We discussed how e-commerce is increasing in UAE at $2.3 billion in 2011 and grabs a major chunk of online business in GCC. People find it easier to look for bargains online and browse through products sitting [...]
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Delivering WOW to your customers
I come across two questions whenever I talk about delivering WOW to customers. First questions organizations have is, “How do we deliver this WOW”? And the second one is “How do we do it consistently”? I will take them one by one. Delivering WOW The first step to deliver WOW is to decide where you [...]
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How to get a good service?
We all face situations where something breaks/falters and we spend hours trying to get the desired service from the provider. In my experience as a vendor and a customer, I have realized that there are some people who get better service than others. When I worked in after-sales support of a company, we always had [...]
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The Zappos Experience – My Takeways
After my efforts to lay my hands on “The Zappos Experience” in Dubai yielded no results, I asked a friend of mine coming from US to get me a copy. I finally received it three days back. I was so thrilled to just hold it in my hands. I wanted to get insights into the [...]
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Service re-design gone wrong
Understanding the need to be process oriented to serve customers better is certainly a good thing. But if these processes are visible to external customers and increase the time you take to serve them, it is an effort gone completely wrong. Customers expect to get great service without the underlying processes being visible to them. [...]
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Customer Experience in B2B
According to research, Customer Experience in B2B is even lower than that in bottom rung B2C companies. This might be counter-intuitive to some thinking that B2B works more on account management and hence is more engaged with its customers. But if you dig deeper you would find several reasons that contribute to the lower Customer [...]
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3 Laws of Customer Experience
Customer Experience – You type these words on the internet and boom! looks like everyone in the world is working to improve the Customer Experience, either for themselves or for others. There are so many frameworks/tools/models available. We at Lead On have tried to make it simple, as we always promise. So here are the [...]
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Customer Journey Mapping
As the name suggests, it is mapping Customer’s entire journey with your organization from his/her point of view. It is extremely important that the whole journey is mapped taking into consideration how customers perceive it. Journey mapping starts right from the point where a customer feels a need for the product/service that your organization offers [...]
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Why Customer Experience?
Customer Experience is the sum total of all perceptions that a customer has through all his/her interactions with your organization. Your Customer Experience is as good as your Customers’ perceive it. The concept of Customer Service has been in existence for eons. Most organizations have some or the other way of measuring how they are [...]
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- Customer Experience (10)
- Customer Experience Measurement (1)
- Customer Journey Mapping (1)
- Delivering WOW (4)
- My Experiences (4)
- Online Experience (2)
- Service Recovery (1)
- Touch-Points (2)
- User Experience (1)
- Zappos (1)
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Recent Posts
iPhone 5 - My picksSeptember 13, 2012 - 0 Comments
My Wish List...August 27, 2012 - 0 Comments
Airtime - My First ExperienceJuly 19, 2012 - 0 Comments
Future of Online Customer ExperienceJuly 18, 2012 - 0 Comments
Changing a bad experience to WOWJune 14, 2012 - 0 Comments
Popular Posts
Customer Journey Mapping
October 10, 2011
Service re-design gone wrong
November 22, 2011
Customer Experience in B2B
November 3, 2011
Why Customer Experience?
October 5, 2011
Changing a bad experience to WOW
June 14, 2012
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