Author: Piyali Chatterjee

Customer-centric Brands Understand the Power of Service Recovery

It is a fact that any organisation, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers. However, if service recovery is done effectively, it can lead to...

The Greatest Brands are the Ones that Take ‘Onus’ of Customer Experience

Customer experience is about brands demonstrating their commitment to prioritising and anticipating the problems of the customers. They are taking the onus to provide a solution to the customers. One of the frequent problems that most customers face while purchasing...

Does Net Promoter Score Adequately Empower Organisations To Be Customer-centric?

Net Promoter Score is one of the most trusted and popular metrics used by brands to measure the health of their customer relationships. Businesses who experience high levels of brand advocacy have been shown to outgrow their competition by 2.5 times.  A single...