Category: Customer Engagement

Customer Engagement

My adventures in buying a dining table and lessons for retailers

Recently, me and my wife decided that it was time to buy a dining table. My wife always wanted to buy a 6 seater wooden dining table. I wanted chairs without any cushions. We had a budget in mind (INR 20K). Now, if you have bought a dining table in Bangalore anytime in the recent past, you would know that it is near to impossible to get a dining table which met all the three conditions above. Still, we visited a lot of stores just like other married couples. After having seen what’s on offer almost in all the shops […]

Customer Engagement

What the hell is RoE?

Today, I read the blog post by David Johnson titled – “Forget About RoI, start thinking about ROE”. The title intrigued me and I read his post. Basically, he argues that it is time we started thinking about customer engagement in terms of Return on Experience rather than the traditional RoI. His idea is to find ways to “Enchant” a few customers while dealing with them, thus providing enough fodder for them to start talking about their great experience online (and offline). I think this is a great idea for any organization that serves consumers. He argues that if an organization starts […]

Customer Engagement

Unselling – To sell more, stop selling

Today, I read the book – “Unselling – Sell less to win more” by Peter Bourke. In the book, he argues that selling does not work anymore as people get defensive whenever someone tries to sell something to them. He also goes on to argue that the alternative is to “Unsell”.  He also provides examples of situations where you can use the concept of unselling principles. All-in-all, I think that the book is an interesting read, if only to get some interesting situational ideas. I had also written a blog post about the same concept in Dec 2010 titled – […]

Customer Engagement

Best Customer Service Story in the World!

[object HTMLTextAreaElement] via Best Customer Service Story in the World!. This is an interesting story of a barber who goes the extra few miles in taking care of his customer. I think there is a lesson or two for us all from this story. 1. Small acts of kindness on a daily basis are more important in keeping your customers happy, than anything else you could do. 2. Customer service does not only include doing things that your customers can see and experience. There are other things that you could do which they may not see but will affect them […]