Tag Archives: Arti gupta

Energiser or Energy sucker – What are you?

Last week I had a very good day at work. I met someone for the first time and after meeting him I felt super happy and energised. We did not really discuss any business proposition, which could have made me … Continue reading

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What is this hooha about different cultures?

Born in India, home to 350+ languages and 1500+ dialects, I got exposure to so called “cultural diversity” very early on in life. In my growing years, having people who did not speak my language was a very common phenomenon. … Continue reading

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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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Want your customers to adopt alternate channels? Read on..

Inspite of ATM, Internet and Mobile channels being available for last 10 years in India, total number of transactions on alternate channels is very low compared to bank’s total transaction base. According to a BCG survey, active Internet banking accounts … 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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