PeopleMetrics

AUGUST 21, 2018

Focus on customer effort. You can ask, “How much effort did you exert to solve your issue during your call on January 12?” The more effort a customer expends on resolving their issue, the more negative the customer experience. As CEO, he guides the company’s vision and strategy.

Surveys 82

Surveys Banking Accountability Consulting 82

PeopleMetrics

FEBRUARY 13, 2018

The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. Listen to your customers!

Airlines 66

Airlines Customer effort Accountability Consulting 66

Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? I completed my engineering in 2001, majoring in Electronics. So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65