Suddenlink | Customer Experience Lessons

(Photo courtesy flickr | Dex Encarta) In his post FastCompany | 7 Timeless Ways To Improve Customer Satisfaction, author Drew Neisser filters out the following success factors for customer (satisfaction or experience – call it what you may) initiatives based on Suddenlink’s success. In a struggling economy & in an

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Customer Experience Resolutions

“Many companies have customer experience efforts underway and it’s time for them to embed customer experience management into the rhythm of their business — making it a fundamental part of how their organizations operate. Here are my 2011 resolutions for companies that have the courage and resolve to get to

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Reinforce The Positives

 (Photo courtesy Express Photorail) India is gaining in reputation for being the services & hospitality capital of the world. But, instances of bad experiences introduces doubt if the country & its professionals have what it takes to deliver on this promise. I came across a Vir Sanghvi article today that

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Reinforce The Positives

(Photo courtesy Express Photorail) India is gaining in reputation for being the services & hospitality capital of the world. But, instances of bad experiences introduces doubt if the country & its professionals have what it takes to deliver on this promise. I came across a Vir Sanghvi article today that

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Tony Hsieh – Delivering Happiness

With Tony Hsieh’s new book Delivering Happiness hitting the stores today, there is a buzz around about Zappos, Tony & his book. One of the first write-ups I have read about the book is a Fast Company blog post. The Happiness Culture: Zappos Isn’t a Company — It’s a Mission

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Volvo’s Quest For Customer Centricity

Here is an interview of Volvo’s Stuart Lennie where he shares some of the thought processes behind Volvo’s quest to become customer centric. Customer Centricity: It’s Not Easy, But Worth It In this interview with Stuart Lennie, President, Volvo IT, North America and VP, Volvo’s Global Sales to Order Solutions

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