Category Archives: Customer experience

Customer journey mapping

As the name suggests, it is mapping Customer’s entire journey with an organization from his/her point of view. It is extremely important that the whole journey is mapped taking into consideration how customers perceive it. Journey mapping starts right from the point … Continue reading

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Delivering wow to customers

  I come across two questions whenever I talk about delivering wow to customers. First question organisations have is, “How do we deliver this wow”? And the second one is “How do we do it consistently”? I will take them … Continue reading

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3 Laws of Customer experience

Customer Experience – You type these words on the internet and boom! looks like everyone in the world is working to improve the Customer Experience, either for themselves or for others. There are so many frameworks/tools/models available. We at Lead … Continue reading

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Cross-selling is not Proactive Customer Engagement

Sonia and Vishal sat on their couch sipping evening tea and flipping channels on TV. As she browsed channels, she reflected on her doctor appointment the day before. She is expecting their second child and is 40 days away from … Continue reading

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