Featured

Dubai’s Great Hospitality Brings it to the Top

Usman Ghani (June 27, 2013)

A lot of excitement is being created in the Dubai tourism industry since the news of Dubai out passing Singapore, New York and Paris by 2017 has come to surface. There was no doubt in this anyway, since great planning has gone into the designing of Dubai as a tourist attraction hub and attracting such … Continue reading Dubai’s Great Hospitality Brings it to the Top

Will Dubai’s Healthcare Plan Give its Tourism a Bigger Boost?

Usman Ghani (June 26, 2013)

Dubai is a tourist’s dream! World class leisure activities, entertainment, landscapes and its diverse cultural heritage, are all elements that create a great mix for people throughout the world to travel to Dubai. Now, the city encourage even more tourists from all over to come be part of the magnificent health care offerings that are … Continue reading Will Dubai’s Healthcare Plan Give its Tourism a Bigger Boost?

The Hospitality Industry: Taking a Shift from Consumers to Prosumers

Usman Ghani (May 30, 2013)

From having spacious rooms furnished with feather-filled duvets and gossamer sheets to providing immaculate customer service experiences, hotels have been indulging in an intense competition across the globe. The hospitality industry has been sprinting on the fast track when on one side, people frequently take trips for vacations throughout the year and on the other … Continue reading The Hospitality Industry: Taking a Shift from Consumers to Prosumers

Customer service, Banking and IT

Usman Ghani (May 30, 2013)

In today’s competitive world of business wars, companies challenge each other on the ground of providing high quality service that exceeds the expectations of a consumer, winning them over as loyal customers. Providing service for tangible goods, is usually in the premise of making the consumer gain knowledge, decide and then offering post sales services, … Continue reading Customer service, Banking and IT

Customer Service Moments of Truth

Usman Ghani (May 30, 2013)

Who knew that Jan Carlzon would completely alter the then prevailing customer service philosophy when he first introduced the idea of ‘moments of truth’ in 1981. When Carlzon first became the CEO of Scandinavian Airlines, he turned everything around for the topsy-turvy situation of the company just by focusing on these moments of truth, seemingly … Continue reading Customer Service Moments of Truth

The Rise of Virtual Footfall Ratchets Up Need for Better Customer Service

Usman Ghani (April 25, 2013)

The World Wide Web today is very different from what it used to be in the 90s. Be it communication or shopping, the fact that the internet provides users with that sought-after discretion and speed makes it a reliable channel to fall back on, which is all the more reason to use it for many … Continue reading The Rise of Virtual Footfall Ratchets Up Need for Better Customer Service

Mystery Shopping: Revealing Worldwide Customer Service Fine Points

Usman Ghani (April 24, 2013)

Sometimes contemplated as troublemakers, sometimes as spies, others think of them as a force of improvement, Mystery Shoppers have largely induced businesses to focus on the quality of customer service by improving their daily doings. Although ‘Mystery Shopping’ sounds more like a term taken from some shopaholic’s diary yet it embodies an entirely unique aspect … Continue reading Mystery Shopping: Revealing Worldwide Customer Service Fine Points

Dubai, Hospitality & Customer Service

Usman Ghani (April 23, 2013)

Dubai is known for being the hub of the best luxurious hotels in both Middle East & North Africa region and it is going to be one crowded place by the mid of 2013. Like every famous tourist spot is highlighted every year and people flee from all across the globe to get that piece … Continue reading Dubai, Hospitality & Customer Service

Digitizing Customer Care Through Use of Social Media

Usman Ghani (April 9, 2013)

Executive Summary The increasing popularity of social media has forced businesses to realign their corporate strategies worldwide. While marketing has remained a key component of social media interaction, businesses are increasingly incorporating customer service elements to appeal to a more progressive mindset. However, this is not without challenge, a transparent network with free flowing information … Continue reading Digitizing Customer Care Through Use of Social Media

Drastic Customer Churns… Does UAE Telecom Industry Lack Common Touch With Its Customers

Usman Ghani (April 2, 2013)

“You will have to fill the online application in order to get it fixed”, tells a customer service representative to an already exasperated customer having issues with his mobile broadband connection. “But that’s what I was saying for the last 30 minutes, no one from your management got back to me even after a fortnight … Continue reading Drastic Customer Churns… Does UAE Telecom Industry Lack Common Touch With Its Customers