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The Genesis of Citizen-centric Government in the GCC: When Citizens are Customers

(July 25, 2013)

Government of the people, by the people, for the people. This is the same familiar iconic sentence in which Abraham Lincoln, one of history’s most influential leader, explained that he too was no stranger to the idea of citizen-centricity when it comes to serving people. American and European governments are certainly good at maintaining citizen-centricity, … Continue reading The Genesis of Citizen-centric Government in the GCC: When Citizens are Customers

The Service Mindset: A Lost Cause for the UAE’s Telephone Banking?

(July 23, 2013)

Customer service is sometimes like a morality play for the customers where they have to deal with both good and bad service people. However, from service people’s perspective, customers too can be hard to please, where difficult situations like unsolved problems, unrealistic expectations and unpleasant interactions leave even the best of customer service people powerless. Nevertheless, it is … Continue reading The Service Mindset: A Lost Cause for the UAE’s Telephone Banking?

Customer Compatibility Management: Handling Customer-to-Customer Interactions

(July 8, 2013)

Service encounter is a somewhat multifaceted experience for the customers that comprises of a number of elements such as interaction with service employees, contact with the physical environment and most significantly, Customer-to-Customer Interactions (CCI) that occur in the presence of several customers with different social orientations in the same service setting. Although Customer-to-Customer interactions (CCI) … Continue reading Customer Compatibility Management: Handling Customer-to-Customer Interactions

How Employee-Centricity Enables Customer-Centricity: The Significance of Employee Incentivisation

(July 2, 2013)

To say that customer-centricity begins with employee-centricity would be an understatement. Without a proper employee-centric culture, the vehemently called out blanket statements like “we believe in making customers happy” become nothing but hollow and futile slogans because companies deficient in employee-centricity often fail at satisfying their patrons and underperform their peers. A research by Profiles … Continue reading How Employee-Centricity Enables Customer-Centricity: The Significance of Employee Incentivisation

Online Marketing and Sensitive Consumers Keep Airline Performance on a Check

(June 28, 2013)

In today’s challenging environment and powerful social media technology, no news or glitch goes unnoticed. Companies and organizations are constantly on their toes in trying to promote a positive image in the minds of the consumers, and trying to promote themselves. In recent competitive times, consumers don’t need businesses, businesses need consumers. The consumer has … Continue reading Online Marketing and Sensitive Consumers Keep Airline Performance on a Check