What an Experience!

I dedicate this site for thoughts and happenings on Customer Experience. Customer Experience have not received the importance it deserves from organizations. This is partly because companies don’t care and partly because it is difficult to assess these experiences reliably.
Satya Narayanan


The missing link to better customer strategy

Tuesday, July 2, 2013

It is common for companies to map customers by profitability and other financial metrics to develop customer strategies. Such practices are especially crucial in B2B (business to business) companies...

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The way to Greatness

Wednesday, June 5, 2013

In my previous blog, we explored the difference between Big and Great company and why the route from Greatness to Bigness is more sustainable in this consumer driven market.

From one of my previous...

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Bigness versus Greatness

Thursday, May 23, 2013

Almost always we find people talking about how big a company that they are associated to. We hear them proudly relate to working or partnering with big companies. Some of the measures that follow to...

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Close that Loop!

Thursday, May 16, 2013

Last week I wrote about the importance of having survey data that is not just actionable but trustworthy. When data is not trustworthy, company leaders and employees will not use them to take any...

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Trustworthiness!

Thursday, May 9, 2013

Trustworthy data is the lifeblood of your Netpromoter program. Without such data, your program is doomed to fail. In fact it will not only fail, but it drags the motivation of your employees away as...

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