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Customer Experience

Customer Satisfaction traditionally is viewed as a function of delivery i.e. what you promised the customer and what was delivered. The aspects judged are product and service interaction with customers with aspects of brand positioning / promise were not factored into into such assessments. In recent engagements, some of my clients were stumped by an […]

Recently I had the opportunity to present a session at NHRD Pune Chapter ( As part of a day-long HR Analytics workshop.  Apart from Feedback Consulting, other speakers included experts from technology firms TCS, IBM and research firms KPMG and Cerebrus Consultants indicating how Analytics as a field is at the interaction of research and […]

A colleague of mine who is an astute program manager and business consultant asked me this question recently what is the difference between Stakeholder Management and Stakeholder Engagement and are they interchangeable ? My quick thoughts on this subject. What is Stakeholder Management ?  The term Management by itself indicates working within constraints(managing with less […]

In a given firm it is safe to say there are multiple change management initiatives running at the same time which vie for the time and attention of key executives some examples of corporate initiatives Sales transformation Value articulation Employee engagement IT Transformation Process improvement Leadership Development Key Account Management Tools & Reuse Sustainability so […]

A great marketing program especially in the B2B context puts the customer at the heart of the business and is the central tenet of value marketing. Value Based Marketing is about generating products and services which are rooted in the needs of the customer rather than the need of the company to sell its products […]

As a practising Customer Satisfaction Survey professional, this is a question I often ask my clients. Who actually owns the “Customer” within your organization? In case of other stakeholders, this question is much easier to answer. For example Employees are owned by HR Team (although debatable whether it is the HR or the manager) Processes […]

It is interesting to note there are several aspects of B2C marketing which is slowly becoming mainstream even in B2B marketing initiatives but one intervention which does not translate easily are customer loyalty programs Customer Loyalty Programs in the B2C scenario is pretty straight forward, you create a loyalty card for customer, provide price discounts […]

There are always 2 hats to wear to look at research study from both the business perspective and research techniques which are been deployed. The Business Thinking tends to focus on outcomes Each question is vital which helps resolve a business problem! There is a strong temptation to cram in more questions. The thinking is […]

A very insightful article was published by Mr. Chris Bucholtz on the 5 key technology trends businesses should adopt going forward in 2015 and beyond. Article Courtesy The 5 trends in the article explores how technologies can enable firms to be more effective in their customer acquisition and retention processes:- Complex Price Quotations Customer […]

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