December 2013

Mohammad Anas Wahaj | 17 dec 2013

A retail industry expert explains how an experience in retail provides lessons that can develop and enhance leadership abilities - Don't just be different, be special (make customers part of your enterprise and delight them so much that they form an emotional attachment to the brand); Pick up the trash (don't hesitate to act on even smaller things if there is a need, become visible to your customers, model the behavior that you want others to follow, develop emotional connect with customers and employees); Don't blow a long-term relationship over a short-term glitch (create clarity around what a customer experience feels like in your context, understand the competitive offerings as the customers are aware too in today's connected world); When your name is on it, you own it (cutomers may not understand the organizational separation of working units so if they see a corporate connection then you should make sure to deliver as corporate reputation might be at stake); Frontline employees are too often undervalued (keep in mind the value of the employees who are at the bottom of the hierarchical pyramid in the organization, understand their needs and ensure their well being with proper pay and benefit policies, training efforts and other support mechanisms). Read on...

strategy+business: Learning the Leadership Lessons of Retail
Author: Eric J. McNulty

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Mohammad Anas Wahaj | 02 dec 2013

Customer service and support is becoming one of the most critical function of the businesses with advancement in communication technologies, social media and customer awareness. The need to focus on customer satisfaction is essential for customer acquisition, to build long-term relationships and get repeat customers. The article examines customer service trends for 2014 - Self Service; Proactive Support; Technological Domination; The Comeback of the Premium Service; Customers Have a Voice and They Can't Stop Using it. Read on...

Dubai Chronicle: Upcoming Customer Service Trends for 2014
Author: NA

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