Member Since: 31st Aug 2018
Gangadhar Krishna is an independent author, coach, trainer and consultant in customer service and excellence. He thrives on thinking out of the box and is convinced that the most bizarre ideas always work. He recently published his illustrative business book titled ‘Delighting Customers Is’. It is a collection of well-researched one-liners that delve into the philosophy of customer service using 202 thought provoking illustrations. It is all about the nuances of delighting customers.
He owns copyrights for his theory on Service Excellence from the UAE Ministry of Economy, Abu Dhabi. The theory is also covered under the Indian Copyright Law. This is a simple yet powerful theory that can be applied to any industry.
He launched his personal portal www.delightingcustomers.com with the sole objective of helping organizations develop their business with the philosophy of ‘Sales Heaps but Service Reaps’.
He has to his credit over 90 articles on customer service released to various local dailies and magazines in UAE.
He is an assessor with Dubai Quality Awards and a passionate toastmaster.
He has initiated a voluntary training program called MYPSR - Give Time, Get Happiness, for those individuals who cannot afford such trainings nor are sent by their companies.
His 30 years’ career spans challenging experiences while serving customers in a multitude of industries such as travel, airlines, retail banking, courier services and credit management, spread over different countries as India, Australia and United Arab Emirates.
Executive Coach, Trainer, Customer Service Consultant delightingcustomers.com
17th Apr 2020
Nice article. True, centricity need not arouse curiosity but curiosity confirms centricity.
19th Jan 2020
A very good article and quite true with CX gaining traction.
However, I noticed in some parts of the world which has transit employment-population it is quite different. Here competitive price, discounts, sales and freebies are priority over customer experience. The CEO is posted for a short period of three years and given the time he has to show results. He has to increase sales. And he does it by enamoring the gullible customer who accumulates freebies he never wanted or landing up with a great deal but poor after-sales service. In such scenarios, CX takes a backseat.
Heart of hearts the CEO is convinced the customer runs the business, but he does not have the time to wait for that to happen. Because quick gains and move on becomes the order of the day.
7th Jan 2020
Thanks Neil for covering the CX scene for the past decade. In fact after attending a big data workshop (last decade) I was left wondering on the info captured against service actually delivered. Today it resonates with ‘data rich and insight poor’. I feel with so much of discussions and theories happening around customer experience the actual customer is forgotten. People are more busy cloud servicing than getting down to grassroot.
Hope to see small data and real time connections happening with customers.
Hope organizations see ‘outside-in’ and work ‘inside-out’.
With that I wish you a successful 2020.
31st Jan 2019
Good article! Often when you make things complex you drive customers away. A good experience is keeping it short and simple. When the customer understands and is on top of the situation he takes informed decisions. Now you help the customer buy instead of making a sale. A key difference for a good CX.