For Millennials It’s Mobile First

Your analyst might have advised that ”Majority of the Millennials have entered the workforce, which will only augment the power that they endure within the market” Now you might worry about the time available for your brand to evolve customer experience and customer support strategy to tune with the expectations of Millennials. The key perspective is to realize that Millennials have grown up with tech revolution and are far more…

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Millennial Customers : They Adapt Faster, You Should Too !

Often your strategist says,” The always-on, high-tech, and hyper-connected world that Millennials have come of age in has influenced their customer expectations.” And these new customer service expectations are challenging your brand to rethink how to approach this generation. Nabil states,” Having witnessed some of the most striking technological advancements in modern history, millennials have a unique perspective on the way that Customer Experience initiatives should be executed.” Speed, convenience,…

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Virtual Reservation: Adapt Before It’s Too Late

As a restauranteur, the only thing that haunts you is an empty table. You’d grey a hair or two just wondering that it wasn’t just the competition that drove or caused your hotel chain such a nightmare. The hospitality specifically restaurant industry is evolving faster than it has ever been but there is one thing that hasn’t changed. It is “Customer Craves Convenience”. Now you might argue that your chain…

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Customer Gratification: It’s Not Always Instant & How You Can Change It?

Even you as brand manager wouldn’t disagree to the fact that we have arrived at a dynamic customer market where nothing less than instant is expected. Right form your social media likes, pizza delivery to your answer of your calls; gratification will only be achieved if everything happens instant. Reason being A) Nobody wants a cold pizza, B) As a customer if you are choosing a brand; that brand must…

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Voice Of Customer To Voice For Customer: Adapting AI Dynamics

Being a brand manager curating feedback via different platforms is one thing. What about actually listening and utilising it? That’s another. Often we come across customers who feel their feedback “falls on deaf ears”. Goodwill is what you as a brand manager would seek; however it’s not optimally utilised. Imran strongly feels,”After you invest in taking feedback from your customer; to know why customers make certain decisions, it is critical…

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Digital Over Voice? Synergised Effort For Millennials

With your R&D team validating Millennial’s takeover consumer market share, we wouldn’t blame them to conclude emphasizing on digital channels. But on the contrary, not all customer appreciates going completely digital on a customer service approach. Customer service is a rather broad term under which various service like grievance handling (which otherwise is a whole another aspect) is considered to be the same as customer service by a customer. Expectations…

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Dynamics Of Customer Loyalty Campaign: One Doesn’t Fit All

With the dynamics of current market scenarios where your customers isn’t just yours and can be easily distracted by overflowing promotional information. As a brand manager; automation of customer engagement communication is the most viable option but the click through rate does make you question the effectiveness. Current market scenarios gives us a picture where customers are spoilt for choices, one can safely assume that traditional loyalty programs are perhaps…

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Monetizing Leads or Nurturing Lead Cycles?

Consumer preferences have evolved over the last two decades of our existence and have been evolving ever since the fundamentals of marketing were put in place. These preference have often lead to dynamics behaviour from consumer and challenges for brand manager to cope us with method of identifying, tracking and measuring direct and indirect marketing investments. In our previous blogs we wrote about the importance of a Lead Management System…

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Lead Management System : Backbone Of Customer Acquisition

As a brand manager; you channelise all your marketing efforts in gaining visibility among competition. Post garnering viewers interest; the next priority is to convert that interest into a lead. But often evaporation of such interest or lead loss are few challenges that is put across your discussion table by outsourced outbound partners. We believe that there are new ways to discover, create or qualify potential interest before converting them…

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Omni Channel Experience To Leak Proof Your Business

Every brand manager believes that procrastinating a prospective customer might lead to loss of prospect’s interest. With growing prominence of digitisation; brands are investing in digital as a medium to allure their customers. But foresee a challenge in building an apt process to curb the lead loss that happens while channelising leads from multiple traditional & modern mediums onto their sales team / Tele marketing partner. Over years businesses have…

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