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...



Outsourced vendor journey mapping for Customer Excellence. 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 ...



Customer Experience Lessons Straight from the Toilets of Singapore Airport

I am a frequent visitor to Singapore but for this time around, it was just a 45 minutes tr...



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