Posts by Balakarthik Venkataramanan

Driving your employee engagement. What do you think?

A decade after the dot com bubble burst and just a little while after the announcement of ...



Manage passion, NOT people!

Last week, I was at a conference in Dublin and one of the participants was articulating ho...



How Omni-channelized is your customer service strategy?

Two interesting contact center experiences in the last few weeks made me choose this topic...



ARTICLE: Outsourced vendor journey mapping. Do you have one?

Customer experience mapping and customer service employee lifecycle mapping are two areas ...



ARTICLE: 4 Strategic customer service pillars you can’t ignore

Gone are the days when customer service was viewed as an overhead and a non-value add cost...



ARTICLE: Are you a 'What' Leader, or a 'How' Leader?

How many times, have you sat in a business review where someone was presenting how well a ...



ARTICLE: How customer centric is your customer service? Are you ready for a reality check?

There are hundreds of books and thousands of articles written on customer service culture ...



ARTICLE: What makes Google, GOOGLE?

My last day at Google!



Ring the bell, if you’re treated well! Behavior engineering lessons from a road side food truck.

I knew that the evening was going to be slow with my wife visiting her cousin for a couple...



ARTICLE: Spicy Noodles, Hot Sauce & Service Excellence

Indo-Chinese cuisine. Over the last two decades, the Indian community across the globe has...



ARTICLE: WOW!! You are so cool, you have a Strategy!

An early entrepreneur in social media, Bala is a strategic customer service leader with a ...



ARTICLE: Customer Experience Lessons Straight from the Toilets of Singapore Airport

An early entrepreneur in social media, Bala is a strategic customer service leader with a ...



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