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UAE Hospitality Industry; Setting the Standards of Customer Service

Usman Ghani (September 20, 2013)

UAE, the name itself strikes exotic images of palm trees, beaches and luxurious hotels serving nothing but simply the best of everything to you. Why, you might be wondering is UAE associated with the best customer service when it comes to the Hoteling Industry? Why is everyone so keen on visiting UAE once to see … Continue reading UAE Hospitality Industry; Setting the Standards of Customer Service

UAE; Ramadan & Customer Service

Usman Ghani (September 18, 2013)

We all know and have experienced the level of customer service in UAE when it comes to every industry.  Hospitality, Aviation etc. you name it and UAE has shown a remarkable progress from when it first opened its doors to the world. Every facility, comfort and technology is available is this paradise on earth and … Continue reading UAE; Ramadan & Customer Service

Innovative Solutions for Banks to Enhance Customer Experience

Usman Ghani (September 16, 2013)

Banks are constantly trying to adapt new and innovative ways for providing easy and convenient banking for their customers, making sure they remain loyal and continue to use their services.  The customers of today, are well informed, aware and have good judgment about what they want, making it harder for banks to keep a competitive … Continue reading Innovative Solutions for Banks to Enhance Customer Experience

Social Media and its Use as a Customer Service Tool

Usman Ghani (September 10, 2013)

Providing exceptional customer service has become a foundation for managing a business. Companies work towards focusing on minute details and information in trying to win the hearts of their customers in today’s competitive date. Times have changed from when consumers thought onsite customer service was adequate in assisting their needs, these days’ consumers want their … Continue reading Social Media and its Use as a Customer Service Tool

Dubai International Airport Travailing with Crowd Management

Usman Ghani (August 22, 2013)

With a target of accommodating over 75 million passengers by the year 2015[1], the Dubai International Airport seems to have geared up to actually win the title of being ‘the busiest and the biggest airport’ after outpacing the rest. Proudly stating it out, Sheikh Ahmed bin Saeed Al Maktoum, the president of Dubai Civil Aviation … Continue reading Dubai International Airport Travailing with Crowd Management

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

Usman Ghani (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?

Usman Ghani (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

Usman Ghani (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

Usman Ghani (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

Usman Ghani (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