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 […]

Customer Engagement, Marketing

Are Twitter Contests the Next Big thing in Customer Engagement?

In the last 2 weeks, I have seen a flurry of twitter contests being run by various brands, including news channels (ABP News), Software Marketers, Film studios, Fashion brands, TV stations, Online retailers, Comedy shows and a lot more. The common themes in all these contests were: –       You are enticed to participate in the competition via the possibility to win a gift coupon or some sort of prize –       You are required to follow the brand’s twitter ID. –       You are required to answer a set of questions and retweet the questions to your followers In my opinion, the […]

Customer Engagement

Your call is very important to us. Please stay on the call.

How many times have we heard this and felt the exact opposite. I hate listening to some automated machine telling me that the company thinks my call is important to them and yet they put me on hold for more than 5 mins. Has the company’s senior management ever waited for 5 mins on a call to register a complaint or to seek more information or ask a question? So, what can we do to totally avoid this situation. Hire more agents. Train them well. Provide an option to request for a call back before going on hold. Make sure […]

Innovation, Leadership, transformation

Can CIO’s or CTO’s become Agents of Innovation or Transformation

Recently, Dan Burrus wrote a couple of blog post for HBR, where he expects that  CIO’s and CTO’s to embrace new roles within their organizations. He expects and the CIO’s should embrace the role of Chief Innovation Officer and CTO’s to embrace the role of Chief Transformation Officer. I do agree that this is an unprecedented opportunity, the current times requires organization to find ways to foster innovation, I don’t agree that every organization needs to start on a transformation journey. There are industries that are currently at the cusp of major transformations (Print media, automotive, retail). Organizations in these […]