Customer Engagement

Customer engagement in a digital era

There have been reports that the overall customer engagement at banks for customers using one of the digital channels like Online banking, mobile banking, etc. One of the most important aspect of customer engagement, is in fact engagement. You need to continuously engage with your customers through out their journey with you. This implies that you need to know what a customers journey is with your organisation: – What are the touch points where you come in contact with your customer; – What does the customer want to get done at each of these touch points & why? – What […]

Innovation, Leadership

Innovation or Acquisition

As leaders of an organization, one is always confronted with the need to constantly find avenues of growth to keep their share holders happy. If you are leading one such organization, you are also constantly grappling with the question about where could the next level of growth come from. Do you have innovative products or services in your portfolio which can lead you to the next level of growth? If you are like most of your counter-parts, you usually find out that your innovation pipeline doesn’t look very lucrative when it comes to high growth products or services. Then you […]

Leadership

Forgive, Forget and Renew Your Relationships

Today, we celebrate Holi – a festival of colors. This is also a festival when we encourage people to forgive, forget and re-new all our relationships! This festival is all about giving another chance to ourselves and restart the year with a clean slate. Organizations, like individuals, also develop good, bad and worse relations with other organizations (customers, partners, etc). It would do the organizations (CEO’s and leaders) a world of good, if they also did something like this With partners Re-new, reiterate commitment to work together & support each other. Ask them the question – “How do you think […]

Ideas, Leadership

Simple but not easy

The solution to most complex problems that you could ever encounter are almost always Simple, but not easy! You want to increasei your profits; Solution is to grow your sales and reduce your costs, together. Simple, but not easy. You want to increase your sales; Keep your existing customers happy so they buy more from you and keep adding more customers to the system. Simple, but not easy. You want to reduce your costs; reduce and eliminate all activities that do not contribute to either acquire or service a customer. Simple, but not easy. You want to transform yourself from […]

Ideas

Interesting discussion on the future of education (Video)

Below is an exciting conversation between Fred Dust (Partner, IDEO), Michael Karnjanaprakorn (Co-Founder and CEO, Skillshare); Tim Marshall (Provost and Chief Academic Officer, The New School) and Andrew Yang, Founder and CEO, Venture for America. These are some of the pioneers who are exploring new ways to prepare our kids for their future (what else does education do). Though, I agree with most of the things that are being discussed here, I think that true revolution in education will only come once we are able to integrate such efforts in the mainstream education movement. Also, we all say that education […]