7 reflections in customer experience

Reflections and learnings in customer experienceNikhil Datar (http://uk.linkedin.com/in/nikhildatar)

Customer Experience is a reflection of 3 things: Your Character. Your Passion. Your Abilities

The only way to look good is to show it to customers

Reflections and learnings in customer experienceNikhil Datar (http://uk.linkedin.com/in/nikhildatar)

Its strange that companies look at a business case for improving customer experience

Its like asking “What's the ROI on being ethical?”

Reflections and learnings in customer experienceNikhil Datar (http://uk.linkedin.com/in/nikhildatar)

The phrase “Customer Loyalty” assumes that it’s the customer that needs to be loyal

Have you heard of Marriage being called “Wife Loyalty”?

Reflections and learnings in customer experienceNikhil Datar (http://uk.linkedin.com/in/nikhildatar)

In a battle between heart and mind, a customer listens to the heart:

Without a soul, a business can never create fans

Reflections and learnings in customer experienceNikhil Datar (http://uk.linkedin.com/in/nikhildatar)

Every artist can entertain; but only a few actually touch our hearts

Customer –centric businesses are something like

that…touching the core of your needs and aspirations

Reflections and learnings in customer experienceNikhil Datar (http://uk.linkedin.com/in/nikhildatar)

Most companies use the popular customer centricity skin to actually cross sell and up sell; look at what they measure and you will know

Its like a hyena wearing a cheetah skin to show that they

also care about running fast

Reflections and learnings in customer experienceNikhil Datar (http://uk.linkedin.com/in/nikhildatar)

Experience is a coin that has two sides: the customer and the business

A business is so lost in making sure that only its side is

always up that it forgets that without the other side

it does not remain a coin

Reflections and learnings in customer experienceNikhil Datar (http://uk.linkedin.com/in/nikhildatar)

Reflections and learnings in customer experienceNikhil Datar (http://uk.linkedin.com/in/nikhildatar)