2015

A friend of mine, Kathy, recently told me her story of an experience she’d never forget. Soon enough, I realized it was not really a memorable one – instead an experience she never wishes to have again. As a customer, I would hate to go through such a disconnected experience.

Because the Telco Industry isn’t really leading the Customer Experience Walk, it can learn from others that have loyal customers converting into ardent advocates quite rapidly. To achieve this loyalty beyond reason, Telecoms will need to work on their customer satisfaction scores – by doing absolutely nothing wrong and then doing certain things that are awesome!

Our superbly connected lives in this Digital World should have had awesome telecommunication services (which form the foundation) – sadly, it isn’t so! Although the telecommunication service providers have marked off the basic voice and telephony services and now offer multitudes of entertainment channels and various other value added services. For the customer, it just doesn’t cut it anymore!

Banks have served the public for a long time, but putting the money on the table today has become more complex than ever was conceived. Banks need to set the strategy according to the customers today and have the strategy ready for tomorrow as well – yes, because that’s how fast the customer demands and needs are changing.

It’s been a while that we’ve heard of the smart refrigerator that knows when you’re out of milk or the smart lightings in your rooms that know when you enter or leave – smart technology has started to populate around us, watching us. But, I’m tempted to ask if the independent and exclusively programmed smart devices really have a long life purpose?

Moving up the value chain are the Insurance Companies as they aim to deliver exceptional experiences and earn loyalty from delighted customers.

A New Year’s Resolution is a process that requires practical planning, if ever it needs to get past the wordy decision and achieve successful results. No this blog isn’t about the chestnut resolutions of losing weight or altering lifestyles, but instead a sturdy and holistic approach to A New Year’s Resolution to making the customer experience a successful process!