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Keywords: Customer experience
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Teaching Notes
Omni-culture: the building block of CaratLane’s omni strategy
Available to Purchase
Journal:
Teaching Notes
Teaching Notes 1–29.
Published: 21 May 2025
...-opportunities.” Kickstarted in 2020, the organisation, unhindered by narrow bounds of channel-based KPIs was able to improve customer experience, service delivery and hone resource allocation. While senior management signalled their wish to continue the program, the VP-People Function wanted to be convinced...
Teaching Notes
Air India pee gate case – need for comprehensive SOPs in customer management
Available to Purchase
Journal:
Teaching Notes
Teaching Notes 1–29.
Published: 28 May 2024
...Julie Sunil Learning outcomes This case study allows students to appreciate the value of standard operating procedures in customer management. This case study emphasises the role of employees in delivering superior customer experience. This case study explores many facets of customer experience...
Teaching Notes
Customer centricity for growth – Yes Bank experience
Available to Purchase
Journal:
Teaching Notes
Teaching Notes 1–16.
Published: 24 May 2013
...@emeraldinsight.com to request teaching notes. Asha Naik is the corresponding author and can be contacted at: asn.naik@gmail.com © Emerald Group Publishing Limited 2013 Emerald Group Publishing Limited Licensed re-use rights only Customer centric Customer experience Differentiator Knowledge...
