Tag: Customer Service

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 […]

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 […]

Customer Engagement

Customer Engagement during Moments of Truth

Last week, I was flying on a Jet Airways flight from Delhi to Bangalore. This was an evening flight and they serve food (dinner) in the flight. The service staff completed serving food to all the passengers and started to come back to collect the used plates. Meanwhile, I tasted the food and did not particularly like the food and so had left most of the food untouched. The staff came back, collected my un-touched food plate and went back without a word. I think, this was a moment of truth for me as a customer. If someone from the […]

Leadership, Sales

Great resources to create sticky presentations

Each and every one of us in the profession of selling, end up presenting (either about the products or solutions that we are selling, or about the company we represent or to showcase ourselves). And most of us still struggle even after years of delivering presentations for a living. Hence, the term, death-by-powerpoints. This is a key skill and something that we need to continuously  work upon. In Stephen Covey’s words  -“Sharpen the saw”! After having gone through a lot of reading, listening and presenting, I have realized the following: I deliver great presentations if I don’t use the standard slides […]