Making Customer Experience A Reality

3 Salient points from a meeting with Arnie Capitanelli, Executive Vice President of Ashley Furniture Homestore, and Author of book “Retail Street Fight”: Be Strategic about the Customer Experience (What is the difference in experience you are going to make when compared to others?) Be Statistically knowledgeable about Customer Experience (Metrics driven system to measure … Continue reading Making Customer Experience A Reality

Oracle RightNow : An Introduction

Today, our CRM Consultant Mr. Suresh conducted an introductory session on Oracle's popular CX Product "RightNow". Sharing our notes from this event, in Mind Map format. Click Here to view the Mind Map in Full Size : http://www.flickr.com/photos/crmit/7870772132/sizes/l/in/photostream/

Customer Experience Management Concept : FCR

FCR = First Call Resolution According to Wikipedia, FCR Means: Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case. You may not be a call center, but it helps to ask this question, What is your … Continue reading Customer Experience Management Concept : FCR

Guest Post : Managing Product Defects, via Exceptional Support

My sister wanted to buy a new refrigerator. I accompanied her to a local store as she wanted to get the feel for the design and physical dimensions before searching for the cheaper prices online. We approached a salesman in the store and detailed our requirements, he has started showing latest models and explained the … Continue reading Guest Post : Managing Product Defects, via Exceptional Support

Idea Engineers Exchange On Customer Experiences

Recently, I attended an event on “Idea Engineers Exchange" focusing on Customer Experiences. Many professionals / technologists / business analysts from different organizations were part of this interesting event. Sharing my notes from this event here: Session – 1 UX / CX , Channels with commerce : Intro by Prashanth Forrester, CXI , Customer exp … Continue reading Idea Engineers Exchange On Customer Experiences

Google Chrome & Customer Experiences

Let us say, you are reading a long article from your favourite website. It goes on and on, you like it, but there is no time, you need to leave NOW. Otherwise you won’t be able to catch the bus to reach home. With heavy heart, you shut down the computer, leave your office, get … Continue reading Google Chrome & Customer Experiences

Oracle CX

In the last couple of days, Oracle made some very important announcements with respect to their Customer Experience Management ( CEM / CXM / CX ) Strategy. To start with, Oracle's Social Media Channels on CX were launched. They have tons of content / case studies / interviews / videos etc., which talk about what … Continue reading Oracle CX

Instagram & Facebook : What to Expect?

Facebook, is a social networking site used extensively for sharing photos, and they until recently were planning to create their own photo filters to compete with rivals Instagram head -on. They had such a huge fan following that they selected to acquire the company instead. Instagram will still operate as a detached platform allowing users … Continue reading Instagram & Facebook : What to Expect?

Customer Relationships In Retail Stores

Let’s Consider these: The guy on his mo-bike leaves home for office. Before turning at the street corner, he stops his vehicle close to some news paper vendors. He has to wait for his turn to buy Economic Times, as the person manning the shop is busy with another buyer. He gives a lazy look … Continue reading Customer Relationships In Retail Stores