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…
Tag: customer journey
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…
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…
Your name is Jane? Yeah, right! What’s your real name?
Let’s start with this 30 second video that will explain the context behind the title of the post before we start talking about the details of it. Offshoring Vs. on-shoring customer service has been a decade long debate (if not longer) and there are very strong opinions on the both the camps (i.e. offshore and onshore)…
Outsourced vendor journey mapping. Do you have one?,
Customer experience mapping and customer service employee lifecycle mapping are two areas organizations have gained a thorough understanding through dedicated sources of intelligence internally as well as externally. The journey mapping for both customers as well as employees have helped organizations understand the key focus and failure points for these two most critical success drivers…
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