Category: Customer Engagement

Customer Engagement, Leadership, Strategy, transformation

Three Conversations that Help you Remain Customer Centric

In a blog post, Eric  Barker shares the insights from Harvard Business School professor Gautam Mukunda, author of Indispensable: When Leaders Really Matter and list down “Denial”, “Hubris” and inflated “Egos” as some of the most common mistakes leaders do. The post also talks about some good advice that leaders can do well to heed to. I think that leaders need to create and keep an open line of communication to three kinds of people to stay grounded to reality. Frontline staff: Regularly engage your front line employees who sell/service your customer for a frank and open conversation. Keep these conversations open […]

Customer Engagement

Brands Beware! We can turn the tables on You!

Complaining about a brand, that fails to deliver on its promise on social media is now a given. A consumer has now taken this practice to a totally new level. When businessman Hasan Syed got fed up with the inept handling of his complain about his father’s lost luggage, he decided to take action against the airline. Rather than just tweeting his complain, he decided to promote the tweet. He chose the market that hurts the airline the most – New York & UK. @rubigodi@BritishAirways@British_Airways Yes. I’m promoting my tweets to all BA followers since their Customer Service is horrendous. […]

Customer Engagement

Two Kinds of Loyalty Programs

There are two types loyalty programs that a brand can run: Bought Loyalty: All loyalty programs that rely on points and freebies against the points are trying buy loyalty through these freebies and lock-ins. For example, flight operators want to lock people in with their Frequent Flier Plans. This is the reason, that you find customers of these organizations complain about the service provided but at the same time continue to use their services. These kinds of programs are in reality not creating loyalty. All they are doing is dangling the carrot in front of the customer and thereby encouraging repeat […]

Business Model, Customer Engagement, Entrepreneurship, Ideas, Innovation

New Business Model from Very Unlikely of Places #Publishing

I stumbled upon The New Enquiry by chance and was totally blown away, both by their content and their business mdoel. They are an Ad-Free online magazine & survive by the way of subscriptions (2$ per month) & donations. And they don’t have a firewall. So, for all practical purposes, they create and share content that is free for anyone to consume but still people are willing to pay subscription to receive the same content but in coherent, thematic clusters, which is more intuitive and easy to read. In an interview given to “Columbia Journalism Review“, the founders claim that they […]

Customer Engagement

Creating Raving Fans for Your Brand

Is it possible to create raving fans for your brand and that too with not too much budget? Of course. In fact, the more budget you have, the more difficult it becomes to create raving fans. How does one go about building these raving fans? “Create One Fan At a Time”. In all our eagerness, we forget that this is the only way you can make fans out of your customers. It helps to have a great product/service that adds value to your customers’ lives. As Seth Godin said, people do not buy a product or service. They buy into […]