Category Archives: Outsourcing

customer satisfaction

Is the Indian Consumer Willing to Pay More for better Customer Experiences?

Customer engagement in India is fundamentally different from customer engagement in mature markets.  Unlike the mature markets that are plagued with stagnant growth rates and a saturated pool of customers,

Posted by Amrita Bhattacharyya | 14 Dec 2012
revenue generation

How Customer Experience Maps can lead to better Revenue Generation

It is widely acknowledged that providing your customers with a great experience can lead to better revenue generation. EBay even claimed in its 2012 Spring Seller Update that a higher level of service increased active

Posted by Chris Luxford | 27 Nov 2012
Linear Growth

Letting your customers show you growth

The BPO industry has witnessed a surge in the past few years. In fact, over the past decade, it has grown more than tenfold, from USD 8 billion in 2000 to USD 88 billion in 2010.

Posted by Aparup Sengupta | 28 Aug 2012
Brand Choice

Why Customer Experience Can Make or Break You

Imagine a day in the life of a consumer (me):

I walk into a store to buy a gadget from Brand A. I notice that Brand B has a gadget with similar features on sale, at a significantly lower price. As a customer, I realize Brand B “is good enough” it gives me what I want at a lower price, and I decide buy that instead. There is no possible reason that I would stick to Brand A.

Posted by Chris Luxford | 23 May 2012
Aegis LISA: Social Engagement Tool

Organizations need to catch up with customers on social media. Or be left behind.

When I have a bad experience with a product, the first thing I do is take to the internet to talk about it. I post my problem on the product’s blog, Facebook wall or tweet to its official account and finally, if I receive no response online, phone customer care.

Posted by Rajesh Mallaya | 23 Apr 2012
customer care

Top Eight Considerations to Look for in a BPO Partner

Businesses really cannot afford to compromise on customer care and experience. Unfortunately, however, it is often the case that in the focus to improve revenue streams and cut operating costs, many businesses risk lowering the quality of their customer care.

Posted by Aegis | 21 Sep 2011