Businesses are expected to be pragmatic, self-centered entities that should only look for profits. But in the coming years, the wheat will be separated from the chaff. Businesses that are driven by profits alone will fail. In contrast, businesses that create value for customers throughout their journey will win the race.  Modern customers are no...

While implementing any customer success programs, you might find yourself in a tricky spot – “Are customer success and customer support the same thing? If they are different, how should we set different goals for these teams?”  In this battle of customer success vs customer support, you can spot differences between them, but there is...

Let’s be honest, customers don’t contact a business out of pleasure. When was the last time you went on a vacation and felt like speaking to a customer service representative? Yes, almost never!    Customers contact you when they need assistance or simply when they are mad. The last thing they will want is a conversation...

Raise your hand if you feel your customer service department is perfect and there is nothing more you need to improve upon.  Hands still on the mouse?  Yeah, we thought so.  Customer service teams around the world feel they work hard, treat their customers right, put in extra hours, but still don’t seem to go...

Do you just assume you already know who your customers are and what they want? Do you have any strategies in place to target different customers differently?  Whether you are a marketer looking to target your niche audience or a product designer striving to create eye-catching products, understanding your customer base is the first step...

Here is a small question for you- ‘What differentiates companies like Amazon, Zappos, or Disney from the rest?” Well, it’s quite simple- the attribute of NOT settling for average experiences and building rock-solid customer relationships. Successful brands always strive to deliver more than what is expected of them and never hesitate to nurture their relationships...

Have you ever tried shooting a 3-pointer in a basketball game, that too at the last minute while everyone is counting on you? Now, imagine doing the same while riding a bicycle with your eyes closed.  In a very similar fashion, the world of retail customer service is not easy and it’s definitely not for...

There is this thing about contemporary customers- they have changed. A lot!  They no longer want to settle for generic products or experiences and rather want everything to resonate with their personal tastes. But with your customer base growing into leaps and bounds, how do you craft a unique, personalized customer experience for everyone, every...

“Let’s go shopping!” Just a decade ago, when someone said these three magical words, they usually had plans to go out. They wandered in and out of every retail store, tried and tested new products, and returned home with tired eyes and a dozen shopping bags. Today, you can do the same thing while you...

Development, sales, design, and marketing teams need to put their best foot forward to keep your business moving forward. However, all their efforts can go down the drain if customers are unhappy with your service.  So here is the big question – how do you improve customer service desk process to create an army of...