It’s been three years since I was given this opportunity to wear the Intuit badge. What an amazing learning journey it has been! My connection and bond towards Intuit’s mission have only become stronger in these three years. I am writing this with the same excitement that I had when I wrote Part II and Part I of ‘I am…
Category: call center
I am in LOVE with Intuit – Part II
Time flies! It’s been 9 months since I wrote Part I of “I am in Love with Intuit“. This week I celebrate my first year anniversary at Intuit. I couldn’t have asked for a better way to wrap up the first year than spending a week for self-development with my colleagues at Leading@Intuit workshop. I have to say that in the…
Spicy noodles, hot sauce & service excellence
Indo-Chinese cuisine. Over the last two decades, the Indian community across the globe has widely accepted this as a popular weekend cuisine. When a group of colleagues from our international offices visited us for a conference, I decided to give them a flavor of the Indo-chinese cuisine at Inchin’s Babmoo Garden, a popular restaurant in Sunnyvale, California. After an all…
Ring the bell, if you’re treated well! Behavior engineering lessons from a road side food truck.
I knew that the evening was going to be slow with my wife visiting her cousin for a couple of days with our toddler. Felt super lazy, definitely not in the mood to cook nor was I in a mood for fine dine. Fast food sounded like a great idea and my taste buds begged for some…
Customer experience lessons straight from the toilets of Singapore airport
I am a frequent visitor to Singapore but for this time around, it was just a 45 minutes transit at the Singapore Changi airport and I was NOT looking forward to it. Especially after missing my flight from Seoul to Kuala Lumpur (my final destination) because of the flight delays at Detroit (my origin) and then staying…
Recession 2016?? So, customer service??
The global financial situation has been fluctuating since the dawn of the 1st day in the new year (2016). And the analysts predict a far more tougher recession in 2016 than the one we had in 2008. I am not a financial expert to validate the recession forecast nor I want a recession in 2016. BUT…if we…
How customer centric is your customer service? Are you ready for a reality check?
There are hundreds of books and thousands of articles written on customer service culture and customer centricity. Leaders spend tens and thousands of hours debating what customer centricity means in contact centers and how to drive a culture of customer centricity in an organization’s customer service department . I think it’s pretty simple and straight forward and not…
Building your customer service brand. It’s time!
It’s competitive out there! VERY. Having a great product is SUPER important but having a marketing strategy and building a brand around the product is a SUPER- DUPER important aspect of remaining competitive in the market. Along the lines of the same fact; having a great customer service department centered around a best in class customer experience…
2016 New year customer service resolutions, how I wish!
It’s that time of the year. Most wonderful and happening time. Everyone is thinking of spending happy times with family and friends, a season of love, gifts and laughter. As we step in to the new year with a hope for more prosperous and productive 365 days, lets not forget the reason for our prosperity…
4 Strategic customer service pillars you can’t ignore
Gone are the days when customer service was viewed as an overhead and a non-value add cost center. We have come a long way from there. In today’s prevailing dynamics, an organization’s customer service capabilities can be the competitive advantage in the market place and organizations have started to build their entire brand around their customer service capabilities….
Dear startup CEO, you need a best friend – CCO.
Before we get started, think about any decent size startup including the darling unicorns of the startup universe who are on the verge of filing their IPOs. Search in Google “that company’s name customer service”. Say for example, “Snapchat customer service”. Look at all the search results in the first page. What did you find?…
Dissatisfied customer. The lonely soul who is often forgotten!!!
I still remember that day about 12 years back (roughly) and always will. It was a special day as a first time call center operations manager. The phone queues were throttled for an hour that day and had the peer call center staff up so my entire call center floor can celebrate the achievement of…
www.balakarthik.com 