Portal: Business World

Headline: Power Shift: The Age of Customer Experience

Date: 22 December 2015

Edition: Online

We are witnessing an explosion of ideas and products. The decade is witnessing metamorphosing change and the biggest challenge faced by leaders, organisations is to stay competitive and survive amid constant turbulence and disruption.

"World today not only feels different but is different"

The usual and traditional ways of doing things is thwarted by changes in economy, eco-system and market where innovation, information has undergone unprecedented transformation. The product life cycles are shrinking and there is an inflow of newer technology, products, processes and above all users for newer solutions.

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Portal: Your Story

Headline: Great ideas and leanings can come from anywhere’ – 25 quotes from Indian startup journeys                    

Date: 22 November 2015

Edition: Online

From e-commerce to empowerment, witness the memorable journey of Indian entrepreneurship in these excerpts and stories! StoryBites is a weekly feature from Your Story, featuring notable quotable quotes in our articles of this past week (see the previous post here). Share these 25 gems and insights from the week of November 15-21 with your colleagues and networks, and check back to the original articles for more insights!

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Portal: Your Story

Headline: E-commerce industry: The art of enhancing customer experience

Date: 21 November 2015

Edition: Online

The online and offline customer experience differs prominently. In a physical store, customer use physical cues to assess the competency of an establishment. It is a lot easier to evaluate the professionalism of employees after meeting them in-person, in a local store. One is well aware of the transaction process and instinctively know how to return the purchase, in case any issues. However, for an e-commerce merchant, these cues are absent. The language, design, processes, content and the overall experience determine how a potential buyer perceives the business.

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Portal: Business World

Headline: Benchmarking-The need of the hour

Date: 27 October 2015

Edition: Online

India is a country where apart from government organizations, private, public, non-profit, etc. occupy massive space in the market. In a developing country like ours, the question stumbled upon is why and how to review the performance of say a company, to compare operations of an organisation with its competitors and why is it important to measure, analyze & benchmark customer satisfaction levels. How are they interconnected and why are they relevant for an organisation.

Benchmarking is the practice of a business comparing key metrics of their operations to other similar companies. In the business world, companies use benchmarking as a point of reference as well.  They use benchmark reports & analytics, as a way to compare themselves to others in the industry.  It is a way by which you can quickly determine the real health of the business

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Portal: Business World

Headline: The right measures of Success

Date: 19 November 2015

Edition: Print & Online

Benchmarking organisations public and private on customer satisfaction can help India mature

As India matures and aspires to join the league of developed mature nations, the question that begets reflection is what are some key measures of success?

And how will we “measure”, if we are getting there and moving in the right direction?

Like any country, India is essentially an aggregation (and sometimes integration) of organisations across private, public and government segments, which serve customers, users and citizens operating in various sectors for commercial, social or other purposes.

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Bawa Grover, Managing Partner, Hexagon Consulting sharing his views on " Ease of Doing Business" on ZEE BUSINESS


Portal: Business World

Headline: Benchmarking-The need of the hour

Date: 27 October 2015

Edition: Online

India is a country where apart from government organizations, private, public, non-profit, etc. occupy massive space in the market. In a developing country like ours, the question stumbled upon is why and how to review the performance of say a company, to compare operations of an organisation with its competitors and why is it important to measure, analyze & benchmarkcustomer satisfaction levels. How are they interconnected and why are they relevant for an organisation.

Benchmarking is the practice of a business comparing key metrics of their operations to other similar companies. In the business world, companies use benchmarking as a point of reference as well.  They use benchmark reports & analytics, as a way to compare themselves to others in the industry.  It is a way by which you can quickly determine the real health of the business. A benchmark report can examine things like revenue, expenses, production amounts, employee productivity, etc. Benchmarking as a process helps us to assess the organization's strategy, products, and processes, and compare them with those of the world's best-in-class organisations.  The analytics also brings out specific opportunity areas to improve to thrive and even survive - which in today's volatile world - is the question most management are seeking answers on. - See more at...

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  Ranchi, July 04, 2015 :

                              Leverage Innovation and Change Faster – imperative for organisations today

 

                            Leverage Innovation and Change Faster – imperative for organisations today

In the emerging era of innovation, ASSOCHAM, one of India's Apex Chamber for Commerce and Industry, representing some of India's largest corporations had organized the "Innovation Summit” at Ranchi in the Eastern industrial hub of the country on 03rd July, 2015.  At this event, Hexagon Consulting as Knowledge Partner for the event, along with ASSOCHAM has released an insights paper for organisations on “Innovation – the opportunities and challenges”.

In the current scenario, adopting innovation across all facets of organization is necessary, as traditional organizations and hierarchies are not designed to cope with the current  pace of change.  Organizations across private, public and government thus need to recognize and acknowledge the transformational shifts and then take rapid steps to change with the change.  This change is essential for all facets of the organisation - across all sectors- and is critical for the growth and very survival of organisations today.

The report highlights some of the opportunities and challenges faced across industries and sectors, how organizations can become customer centric ( as one of the principle channels of harvesting ideas for innovation) and why leveraging innovation and implementing change faster is essential today and how organisations across private, public & government sectors  can use some of the solutions like the TISSE 2012 framework exclusively available from Hexagon Consulting in India to innovate and grow in today’s fast changing Eco-system.

Morning India News,    Click to download                      Prabhat Khabar,  Click to download

Dainik Bhaskar,             Click to download                      Dainik Jagran,    Click to download


August 7, 2012:

Extract from Hindu Business Line of August 7, 2012:

Customer servicing standards coming

BINDU D MENON

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Organisations will benchmark their existing customer service practices, service delivery levels to global standards.

 

NEW DELHI, AUG 7: 

Still fuming about the quality of service that a company provided you? Your wait may be over soon. The maxim, ‘customer is king’, could reign supreme in its true spirit when companies will have to adhere to a global customer service excellence quality standard.

To be launched later this month for the first time in the country, ‘The International Standard for Service Excellence’ (TISSE 2012) will be available for goods and service providers to benchmark their entire organisation, including product groups, manufacturing, distribution, warehousing, packaging, quality control, customer help lines and customer service departments, to global standards.

TISSE is recognised as the global quality mark in West Asia and more recently has begun to be adopted in Asia, America, Australia and Europe. It is developed and governed by The International Customer Service Institute, UK (TICSI).

Gurgaon-based management consulting firm Hexagon Analysts and Consulting Services Pvt Ltd is the exclusive implementation partner of TICSI, UK for India, while their Certification Partner for the final audit leg is the British Standards Institution (BSI, India). The third party certification from BSI ensures that there is no conflict of interest and enhances the credibility of the standard and its implementation, Hexagon Analysts and Consulting claimed.

“Hexagon will, first of all, enable Indian organisations to benchmark their existing customer service practices and service delivery levels to global standards and then assist them in meeting TISSE by providing appropriate consultancy, training and support,” said Bawa Grover, MD of Hexagon Consulting.

“Companies will have to adhere to 600-700 points on which they would be rated. These standards will be applicable to business-to-business (B2B) and business-to consumers as well,” Nikhil Soni, Analyst and Senior Consultant, Hexagon Analysts and Consulting Services, said.

He said an organisation can be certified at three levels based on its customer focus - five stars (if it achieves more than 90 per cent on TISSE 2012), four stars (if it achieves more than 75 per cent) and three stars (if it achieves more than 55 per cent). The Standard must be seen as an investment which will lead to an increase in brand loyalty, which will ultimately lead to better customer acquisition and retention and in the long term, sustained or improved profits, he added.

TISSE ensures that organisations will be in a better position to provide a higher level of customer service along with effective feedback management to monitor all of the communication channels including social media which are under the organisation’s control, Soni said.

Bindu.menon@thehindu.co.in