“Your call is important to us. We will attend to you shortly.”

This is a common message that we get to hear whenever we call customer care. More often than not, the wait time seems endless and the resolution of the issue within the same call is rare. This is a stark contrast during sales or first installation of a product. Installation engineers enthusiastically collect feedback form, or happy code on SMS, and that gets punched in somewhere. 
The customer satisfaction scores gathered in such scenarios are typically good more so if […]


Yapnaa Scores High on Consumer Engagement

It is heartening to see large scale digital activities being undertaken by almost every consumer brand today. This transformation has been going on for some time but now it is beginning to take definitive visible shape. There is realization that digitization is for learning about customers, knowing user perspective of brand, resolving his day to day issues so that teams can achieve right product fit, offer right pricing and deliver support. Essentially that means engage with your customers right […]

consumer sentiments

Consumer Sentiments and Perceived Brand Image

As brand owners, the single most thought that keeps us engaged is – achieving ultimate consumer satisfaction and unwavering brand loyalty. This is probably closely associated with the nature of the consumer, who is not quite aware of his own expectations from a brand during sales and after sales. Thus, the consumer continues to function in a reactive mode even after the sale is done. One would expect a more integrated consumer engagement with brands during sales and after […]