A Capital Equipment perspective The last 6 months of COVID have impaired the serviceability quotient for the manufacturers. They have gone beyond their comfort zone and used various options to... read more →
The context of a ‘Home’ has changed. The lock downs, social distancing and work from home has made ‘Homes’ the place most of our time is spent in now. This... read more →
The Pandemic has changed the Health landscape. While COVID has brought healthcare right into the forefront; it also has brought along with it a change in people’s perception regarding which... read more →
The advent of Covid, the lock downs, the unlock downs has turned our lives almost upside down. Changes have permeated into how we live, how we take care of ourselves,... read more →
Feedback Insights conducted a study to understand the "New Normal" that everyone is talking about & get a bearing on what Consumer Behaviour will be, post the lock down. This... read more →
Customer Satisfaction traditionally is viewed as a function of delivery i.e. what you promised the customer and what was delivered. The aspects judged are product and service interaction with customers... read more →
I recently had an extremely bitter customer experience with a food chain which delivers food at home which got me thinking about this post. About the Company As a long... read more →
Recently I had the opportunity to present a session at NHRD Pune Chapter (https://www.linkedin.com/pulse/nhrd-pune-chapter-presents-workshop-hr-analytics-nhrdn-pune-chapter) As part of a day-long HR Analytics workshop. Apart from Feedback Consulting, other speakers included experts... read more →
A colleague of mine who is an astute program manager and business consultant asked me this question recently what is the difference between Stakeholder Management and Stakeholder Engagement and are... read more →
In a given firm it is safe to say there are multiple change management initiatives running at the same time which vie for the time and attention of key executives... read more →
A great marketing program especially in the B2B context puts the customer at the heart of the business and is the central tenet of value marketing. Value Based Marketing is... read more →
As a practising Customer Satisfaction Survey professional, this is a question I often ask my clients. Who actually owns the “Customer” within your organization? In case of other stakeholders, this... read more →