Customer Experience
Pink Guava Consulting
Four Point Plan to get back to Business Post ...

Pandemic has taken everything by storm worldwide. Not only millions have suffered from disease, death, poverty, loneliness but we are on a brink of recession, slow growth with muted demand, and customer sentiments. In the extended lock down with the slow recovery, we all are looking earnestly for everything to be just alright. Yes, it will take time for everything to be normal or maybe this is the new “Normal” of being digital, social distancing, and lock down.

As we are waiting, it is probably also the countdown amidst uncertainty to get back with a calculated and thoughtful response. Yes, things may or may not be the same again and unprecedented challenges that we are facing each day, every day now are making us question every priority. The pandemic is the pause that will cause changes in the way we work and collaborate. Yes, it will be a slow recovery of the economy with business models, customer demand everything having a reset. But there is always a silver lining after a doom, and history is the witness that every doom had been a change to start the NEW, be the dotcom, 2008 prime recession or the Great Depression of the 1920s. Lot was affected but a lot also learned to adapt with the situation and forge ahead.

No way and no expert anywhere can predict a perfect way to get back to work with a full throttle in life or business but one thing is for sure that there is no dearth of opportunities for people/business/organizations who adapt themselves and continue adding value in one or the other way. And the one thing which definitely is the constant or new "Normal" is remote working, social distancing with newer tools being developed to collaborate and work. The future is either we are working in technology or with technology. And there is no escape from it.

Through this blog, we present to you a four-point plan to get back to business post the lock down. The best practices in crisis have been curated for the action plan.

Four Point Plan to get back to Business Post COVID19
Customer Experience, Growth Strategy, customer satisfaction
Pink Guava Consulting
Rock your 2020 with Customer Experience ...

When it comes to Customer Experience, there are a lot of terms that are thrown around like Customer Journey Mapping, Empathy maps, Design thinking, NPS, Customer Centricity and many more but at the end whatever jargon we may hear the ultimate objective of Customer Experience is to provide you with mechanisms so that you ‘Understand your customer and establish a better connect with them’. Engaging to retain and attract more customers.

You will agree that there is no debate needed today to explain WHY “Customer Experience Management “is so critical but it is worth knowing HOW to implement it within your system. It essentially needs a framework that involves policies, people, processes, technology with a seamless integration amongst all to create value for the “Customers”.

Rock your 2020 with Customer Experience Management Strategy [3 Step Plan]
Customer Experience, customer satisfaction, customer loyalty, Customer Journey Mapping
Pink Guava Consulting
5 reasons why you need “Customer Experience ...

How many times customer view/feedback about your product/service help you to enhance sales? Did you ever feel in your work that a personalized connection goes a long way to retain a customer? How many times you felt overwhelmed with information flow and data to use it for your advantage to create an edge for your product/service. If your answer is consistently “No” for above questions, then you need a rethink. Even if your answer is “Yes”, there is a constant learning on customer experience management to use it support your business.

Customer Experience Management is how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a Customer. So it’s a customer for you when he is researching for his need for a product/service, and then evaluating a product/service provider followed with sales and after sales purchase.

Every organization irrespective of its size and business are in the CUSTOMER EXPERIENCE business, and how an organization delivers for customers is as important as what it delivers.

We list five major reasons on why your brand/organization needs “Customer Experience Management”.

5 reasons why you need “Customer Experience Management”
Customer Experience, customer satisfaction
Pink Guava Consulting
Read this to know how to have exponential ...

If you are a part of product startup team, whether you are an area developer or a founder, you find yourselves pulled into a biggest concern and that is finding ways to add good number of users. There is always this constant struggle to choose between investing on the product engineering or branding/marketing. If you are a funded company it gets even worse as we have eyes on quick revenue to justify the cost.

So how do we come about the effective way to grow substantially?

Customer Experience for the big Launch of your Product

Well, the answer is simple; one has to be a stand out in the market, leading the way amongst all comptetitors in their particular product or service stream.

Read this to know how to have exponential customer base for your new product/portal through Customer Experience!
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Business Success for E- Commerce Portal – a perspective through Customer Experience Management

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Business Success for E- Commerce Portal – a perspective through Customer Experience Management

Today, an online presence is equated with the company’s identity. Research and Practice reveal that active online presence increases customer base, deepens customer relationships and gives a positive boost to new
collaborations. Online channels enhance engagement and are powerful enough to influence all other channels of customer engagement effectively. Transactions, communication, selling, promotions are now shifting online as it is convenient and saves customer’s time and effort. Or Simply Ecommerce or business
through an online portal is as tangible as through stores and thus needs careful attention.

Business through online sales has consequently increased the need for more product information available in a compact, comprehensive way. Thus accessibility of the information and timely arrival of the product thereof is of critical importance for your business success. Through this blog, we focus on how an optimized online presence especially through website can help your company/business.

 

Effectively it means how to  

  • Retain customers or attract new leads year-round.

  • Become a successful flourishing business and self churning profitable system.

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Rock your 2020 with Customer Experience Management Strategy [3 Step Plan]

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Rock your 2020 with Customer Experience Management Strategy [3 Step Plan]

When it comes to Customer Experience, there are a lot of terms that are thrown around like Customer Journey Mapping, Empathy maps, Design thinking, NPS, Customer Centricity and many more but at the end whatever jargon we may hear the ultimate objective of Customer Experience is to provide you with mechanisms so that you ‘Understand your customer and establish a better connect with them’. Engaging to retain and attract more customers.

You will agree that there is no debate needed today to explain WHY “Customer Experience Management “is so critical but it is worth knowing HOW to implement it within your system. It essentially needs a framework that involves policies, people, processes, technology with a seamless integration amongst all to create value for the “Customers”.

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How can Customer Satisfaction Studies support Business [5 Critical Ways]

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How can Customer Satisfaction Studies support Business [5 Critical Ways]

Do you have a comprehensive Customer Satisfaction program (CSAT program) to enhance and support your business? Your answer can be “ Yes” or “No” , but it makes a compelling case to consider,

-          What are you doing to understand if your product/service is meeting customer expectations and the perceived value they draw from it?

-          Are you considering how occasional feedbacks are helping you to strategize and plan your deliverables? Or

-          Are your Customer Satisfaction (CSAT) studies helping you to gather a holistic picture and insights to create a competitive edge for your business?

-          Are your Customer Satisfaction (CSAT) or feedbacks supporting you to retain your customers?

-          How many customers make a conscious choice of buying from you and making sure that they bring their peers along?

 If your answer to most of these questions is "NO", it's a high time that you consider a CSAT program to support your strategy, decision making, and your business "Unique Value Proposition or USP".

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5 reasons why you need “Customer Experience Management”

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5 reasons why you need “Customer Experience Management”

How many times customer view/feedback about your product/service help you to enhance sales? Did you ever feel in your work that a personalized connection goes a long way to retain a customer? How many times you felt overwhelmed with information flow and data to use it for your advantage to create an edge for your product/service. If your answer is consistently “No” for above questions, then you need a rethink. Even if your answer is “Yes”, there is a constant learning on customer experience management to use it support your business.

Customer Experience Management is how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a Customer. So it’s a customer for you when he is researching for his need for a product/service, and then evaluating a product/service provider followed with sales and after sales purchase.

Every organization irrespective of its size and business are in the CUSTOMER EXPERIENCE business, and how an organization delivers for customers is as important as what it delivers.

We list five major reasons on why your brand/organization needs “Customer Experience Management”.

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Read this to know how to have exponential customer base for your new product/portal through Customer Experience!

,
Read this to know how to have exponential customer base for your new product/portal through Customer Experience!

If you are a part of product startup team, whether you are an area developer or a founder, you find yourselves pulled into a biggest concern and that is finding ways to add good number of users. There is always this constant struggle to choose between investing on the product engineering or branding/marketing. If you are a funded company it gets even worse as we have eyes on quick revenue to justify the cost.

So how do we come about the effective way to grow substantially?

Customer Experience for the big Launch of your Product

Well, the answer is simple; one has to be a stand out in the market, leading the way amongst all comptetitors in their particular product or service stream.

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Are you a Product Startup that is keen to sell!

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Are you a Product Startup that is keen to sell!

Innovation accompanied with evolving technologies has led to so many product startups worldwide along with India. Product startups particularly try to solve a major customer pain point, and What do you think is the biggest challenge in this space? Is it the new idea, the innovation itself? OR Is it the product development?

Well here is the surprise, it's the finding, connecting and retaining the actual users or CUSTOMERS.

 For startups  at an early stage, or while growing fast it is important to have a deep understanding of customers , their perceptions, expectations to initially generate an enthusiasm and eventually to acquire, retain customers in the long run.

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Do you know “Your Customers”

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Do you know “Your Customers”

A business exists because there are “Customers” to buy an organizational product/service. A business must know its customers to cater to their needs and requirements. However for long term success, growth and to remain profitable, a business must also have an ability to understand, retain and attract customers.

At the onset, a business needs a clear understanding on what is their unique value propositions and which requirement of customer is their product/service rendering to retain and attract customers. This sounds simple. Isn’t? You will agree it is not. A business can have a million dollar idea, product/service but if is not able to understand its customer’s requirements/needs which is complex for sure there will be no taker of the organizational product/service. Customers will not buy if they don’t want it and think they don’t need it. To persuade them to consider your product/service, a business owner needs to understand, listen and interact with its customers.

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Customer Experience Trends for Organisations in India- 2019

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Customer Experience Trends for Organisations in India- 2019

Last two years have been a time of reckoning for organisations in India. From a dull period after demonetisation, GST implementation along with newer challenges spurring in each and every sector, 2018 saw growth enhancing for the organisations to cheer. This is also creating a momentum for customer experience management where organisations have been working to find out what does it mean for their individual journeys when they have customers with more expectations, shorter attention spans who are intrinsically connected all the time and thus communicating more about their experiences.

In this blog, we are summarising some of the Trends for organisations in India which we have accrued over the year while working & interacting with some of the Customer Experience (CX) experts in leading organisations including Start-ups in India. This blog also is summarising the takeaways from a small study entitled “Customer Experience Trends and Practices for 2018” under whose aegis we also shared some insights on our social media pages(https://www.linkedin.com/company/pink-guava-consulting-services/) on trends/practices that have worked for customer experience management in India.

We found that for most of the organisations in India,

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Start ups – Overcome your challenges with Customer Experience

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Start ups – Overcome your challenges with Customer Experience

We have to be mindful of ground challenges that you face as founders and CEOs or leaders of start-ups. As a leader of your start up, it must be intriguing to deal with sales process while bringing in the customer perspective, because it is the customers who make a business whether currently they are paying or not. To add to this are Customer expectations that have enhanced and customers now are interacting, talking, buying through different channels, resources and devices.

To navigate through this complexity, Customer Experience Strategy plays a vital role. Customer Experience defines how the customer is interacting with your organization and draws perceptions around it through all the interaction points. It is a differentiator that makes a customer loyal to you and be an active advocate of your start-up

Customer Experience Transformation Program for Beginners -Do It Yourself (DIY)

Customer Experience Transformation Program for Beginners -Do It Yourself (DIY)

Fourth industrial revolution is the age of disruption and rapid change. Customer experience is becoming an important yardstick to survive and thrive. Research proves that there is a huge gap and enormous opportunities for organisations to make aggressive and transformative changes for growth in customer experience.

You can strive the change on your own in your organisation and create your success story like Amazon, Mcdonalds.

In our last blog, titled ‘Stellar Customer Experience’ we have briefly touched upon what you could still do in 2018 and make Customer Experience work for your organization. You can click here to read it again https://www.pinkguava.org/blogs-1/2018-5

The intent of this blog is to address the first section i.e.   a simple DIY (Do it Yourself) process for “Writing your own Customer Success Story” through an impeccable Customer Experience Management Program.

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STELLAR CUSTOMER EXPERIENCE

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STELLAR CUSTOMER EXPERIENCE

90day strategy to close 2018 with some Action!

30days - Build your customer story.

Before you want to start make sure you have weighed options of whether you want to drive it internally or hire a third party. Either ways, the objective is to have substantial data and information in hand to know current state and opportunities to grow. This is how you get started:

Want to drive it yourself

  • Conduct or review your recent customer surveys, service logs or CRM data can help you find low hanging fruits.

  • Talking to employees and listening to reasons causing frustration in their day- to-day work while dealing with customers. Their experience counts in overall customer experience

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