April 3, 2013

Targeting the Right App - the Secret to Success

Posted by Gopal Devanahalli (View Profile | View All Posts) at 4:41 AM

There are two types of people in this world: The no-frills type and the bells & whistles type. I've always said that we'd like for our friends and colleagues to think we're no-frills at heart. But let's be realistic: Deep down, most of us are in the bells & whistles camp. We're people who want our new car to be equipped with satellite navigation and a keyless entry system. We scour stores to find the coolest gadgets and the fanciest equipment for our homes. And yes, we consume amazing apps that dazzle the senses, including those that allow us to experience TV shows, movies, music, sports and lifestyle videos from top magazines such as Conde' Nast Traveler, on our tablets, PCs, X-box and televisions at the same time. In fact, The Wall Street Journal recently reported that the business of writing and selling applications for PCs alone is on its way to becoming a $25 billion a year industry. That's a lot of bells & whistles!

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January 23, 2013

Because, Contact is No Longer Centered

Posted by Gopal Devanahalli (View Profile | View All Posts) at 6:41 AM

It's interesting how stories of contact center excellence are still few and far between. And that only makes me wonder what it'll take to "customerize" these centers, and raise their standard of service and experience. And even more importantly, why this must even be prioritized. This one's simple - A great line-up of contact centers significantly improves customer satisfaction, and derivatively, those of right-selling. But, of course, it's important to determine that opportune moment to right sell - because no one ever managed to sell more to a dissatisfied customer seeking assistance.

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February 27, 2012

Social media as a business tool. What do your employees think?

Posted by Gopal Devanahalli (View Profile | View All Posts) at 11:49 AM


It hasn't taken long for businesses to discover that viral marketing through social web sites - Facebook, Twitter, Flickr, YouTube and such like can easily make or break a new product or service. Branding opportunities abound.  Chase Manhattan Bank uses a Facebook group to promote charities through community giving, for example, and to date has more than 3.6 million "likes."  Of course, there have been instances of companies getting unpleasant surprises about their business on social media. McDonalds was looking to enhance brand loyalty when its social media team decided to put out a Tweet that directed people to a story about a farmer, and how much he cared for the potatoes he was growing for McDonalds. They had not anticipated, however, that #McDStories on Twitter would provoke a widespread participation from those who had less-pleasant experiences with the fast-food franchise.  Questionable decisions about pricing can turn into a story where bad news travels very quickly over the social media networks. Bank of America decided to charge fees on debit card transactions - a modest $5 per month. The reaction was immediate.  Customers threatened to cut up their cards and take their business elsewhere.  The bank ended up rescinding the plan. Netflix tried a different approach.  They decided to change their subscription policy with a two-tier schedule, separating DVD rentals from streaming video. When their long-time users did the math, they interpreted this as a camouflaged price hike.  There was immediate blow back as most of the 29,000 comments on Netflix's Facebook page revealed an extremely unhappy fan base.

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