In a world of implacable change and challenges we need businesses that care less about the brightest piece of their product and care more about the people inside and outside of their organisation. For years companies have been focussed on selling as many products and services as possible to as...

Great internal communication among colleagues and teams is a prerequisite for great external communication with customers. And great communication with customers often results in high customer satisfaction and company growth. Besides, there is a direct correlation between employee experience (EX) and customer experience (CX). Research, for instance, shows that companies...

What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever away. As a consultant to Fortune 500 companies, I have...

Customer support representatives bear a massive load due to their line of work. They need to keep calm even in difficult situations and while addressing a customer grievance or a general query, they should know the details of the products or services offered by their company. Customer support personnel also...

There are a whole lot of reasons why entrepreneurs are motivated to build their own company. But the main reason for biuilding one’s own business entity is gaining customers. If you cannot acquire and win your customers, then your business empire cannot survive. Now you realize why your customers play...

Anyone who has ever started a company has a story to go with it. Some did it because they felt it was their destiny, some because they wanted to be wealthy, and others because they had a good idea and this was the only way to see it through. My...

In a market as competitive as today, customer loyalty becomes a valuable commodity. To incite loyalty and boost customer engagement, you have to make sure that the customers’ journey – from start to finish – is pleasant. Customer satisfaction, however, can be refined. Happy customers are more likely to stay...

Being good is no longer good enough — it is merely the entry fee. Traditionally product-centric companies are struggling to grow their market share for one simple reason: Their products are rarely better than those of their competitors. In yesteryear, competitive advantage came from doing something — anything — demonstrably...

Somewhere along the journey, we’ve lost our way when it comes to authentic, values-based leadership in our organizations. Employees have grown cynical of over-promising and under-delivering. Executives have lost trust for saying one thing, and doing another. Integrity, honesty and leadership from the heart is always what employees are looking...

Are customers happy with the support your company offers? If your company serves other businesses (B2B), chances are customers don’t rate their experience with your organization as highly as their experiences with businesses that serve consumers (B2C). Simply put, B2B and B2C companies face different customer support challenges. The customer...

No one expects a leisurely stroll down a city street to turn into an encounter with a giant hairy gorilla—but that’s exactly what my grandfather had in mind when he placed “Joe” in the front window of our family’s toy store. Joe was a six-foot-tall stuffed toy gorilla, complete with...

The life insurance sector’s growth has been fading – but serving customers better in a middle-market and mass-market could contribute in billions in annual premiums. The life insurance industry along with the annuities industry has thrashed about in search of growth in the past few decades. Insurance providers have progressively...

Look, let’s be upfront. Any CEO running a small business or startup can attest to the fact that big marketing budgets are difficult to come by. When you’re spending most of your funds pushing out a minimally viable product, marketing just isn’t top of mind. The bad news is you’ll...

In today's date and with free sign up of alerts, people are flooded with emails round the clock. It's surely difficult to scroll through those and reach your target email. Hence, it's ideal to go for some levity in the tone of the emails. If you are a Java software...

"Twenty years from now, you will be more disappointed by the things that you didn't do than by the ones you did do, so throw off the bowlines, sail away from safe harbor, catch the trade winds in your sails. Explore, Dream, Discover." - Mark Twain Ideation to Growth Started...