Raj Sivasubramanian’s Post

Hey everyone, I'd like to share an excellent blog post from my colleague at QuestionPro, Raj Sivasubramanian. He shares a personal travel mishap that offers valuable lessons for businesses on improving their customer's experience. It's a great reminder that if we handle the little things in our customers' lives better we can make a huge difference to their satisfaction with our brands. Definitely worth a read for anyone always looking to enhance their customer interactions. Check it out! #CustomerExperience #CX #CustomerCare #BusinessInsights #JourneyManagement #CustomerSatisfaction #CXLessons #CustomerJourney #CustomerSupport #QuestionPro

My favorite car service center just expanded its customer service team. Can't be happier for them as that means they are doing well. But here's a little story from my last visit. Time to pick up my car, pay up, and... oops, a minor glitch. The counter lady dives into an explanation in Chinese, detailing how to get my car's engine oil into their loyalty program. If only she knows, I'm a "banana". My Chinese is ... well embarrassingly basic. I caught a bit of what she was saying but I had to reply back in simple English, hoping for some clarity. I admitted to her I can't quite speak the language but said I'd try my best to understand. The lady tried to help but she gave up, real fast when I asked the second question. She started looking around for backup. Another lady who was just next to her quietly having her lunch, saw what happened, stepped in. Her English was broken, pretty much the same level as the first lady,  but that didn't matter. She berani! The beauty of the moment wasn't in the perfection of her English. But it was her genuine intention to help. Plus I could feel her enthusiasm as well. Her can-do attitude broke broke down all barriers, demonstrating a service mindset that's all too rare. She guided me through the engine oil loyalty program with a proactive, customer-first attitude. Man,... I was impressed. This episode made me reflect. Sometimes, we find ourselves a bit out of our depth, not quite at our best. But it's in these moments that life nudges us to see where we can level up, and learn something new. That's growth in action. Kinda reminds me of those moments trying to get leads on LinkedIn when it feels like you're just banging your head against a wall. It's a reminder that picking up new skills is part of the journey, but what really makes the difference is the mindset you bring to the table.

TodayTix has over 40,000 five-star reviews. But even five stars isn't enough for us. We're aiming for 6. We're rewriting the rules of customer service. Here's how to build a Six-Star experience: What is NOT a Six-Star experience? Let's get this out of the way first, because  many misconstrue what "Six Star" really means. Imagine a team member approaches you: "I have a great idea for a Six-Star experience. We can get back to every customer complaint within 24 hours." That's a three star experience. That's expected, it's table stakes. The simple fact of CALLING it Six Star doesn't MAKE it Six Star. The idea is to expand way beyond what customers expect and do things that other companies probably aren't willing to. What is a Six-Star experience? A six-star experience is service so exceptional, it exceeds every expectation your customers never knew they had. At TodayTix, we ask questions like: "How can we make a night out at the theatre SO great that even if the show was less than expected, customers would still say it was worth their time, money, and journey to get there?" "What's keeping that experience from being world-class?" Six-Star experiences are all about the things you don't have to do. But if you do them... Your customers will feel heard at a level and vibration that most brands simply don't hear them at. Let's dive into 3 principles that make up the Six-Star experience 👇 1. Do Things that Aren't Required Your customer doesn't know everything they want in an experience. There are too many available possibilities. The best companies study customer behavior and figure out what people want as a baseline. Then they add on A+ bonus experiences. 2. Let Purpose Lead to Passion Passion is only valuable if it's attached to a strong purpose. At TodayTix, our purpose is to find a seat for everyone. Right now, theatre tickets are still inaccessible to many. It's a luxury experience. That purpose gives us the passion to invent new ways of serving customers and get closer to our goal. 3. Do Things that Build Connections The best brands I've invested in or built have all been deeply rooted in customer relationships. When we created the Hamilton lottery, no one expected that you could get a $10 ticket to the show, let alone a front row seat. We now have 100 of those programs a year. We aim for the moon, not the stars because simply put, our customers deserve an experience that's out of this world.

Coffee, clients, and constant phone ringing is what a day looks like for me. Weekend is about to hit our energies but in reality, founders do not get the fun of weekends because of the constant hustling culture. But for me, the weekend is a time to just give my mind some time off while I enjoy my favorite activities. to enjoy this privilege I try to manage my weekdays efficiently. this is what a day looks like in a Founder's life. ☕ Morning Huddle & Coffee Chats: My day kicks off with a virtual team call. It's a chance to catch up on everyone's progress, brainstorm solutions, and celebrate recent wins (because let's face it, tackling warranty complexities is a team effort!). The energy is always contagious, and it fuels my excitement for the day ahead 🤝 Client Meetings & Collaboration: Next, I dive into client meetings. Hearing about their specific warranty challenges is what truly gets me going. It's inspiring to see how passionate businesses are about delivering a stellar customer experience, and it reminds me of the impact Dyrect is making. 🧩 Problem-Solving Hour: No day is complete without a good puzzle to solve! Sometimes, it's tackling a technical hurdle with the development team. Other times, it's brainstorming new features with the product team to further streamline the warranty process. These sessions are where innovation happens, and it's incredibly rewarding to see our collective ideas come to life. 🚀 Building a Better Future: Right now, we're particularly excited about a project Dyrect is working on. It will be a game-changer for businesses and create a smoother warranty experience for everyone. and that's how my day ends with an evening call with the team to discuss what will be our agenda for tomorrow. It's a repeating cycle every day and this is what led Dyrect to lead the industry in just 2 years. What about you? Share your thoughts in the comments below, and let's keep the conversation about warranty innovation going!

How to offer a five star experience (on a budget)

Instead of labeling individuals as "customers," consider referring to them as "guests." It can have a significant impact on the way you interact with them. Are you truly treating your customers as guests? Are you going the extra mile to make them feel welcomed, valued, and appreciated? Many businesses focus solely on transactions and fail to create memorable experiences for their guests. By shifting your mindset and treating every customer as a guest, you can foster stronger connections, build loyalty, and create a lasting impression. ✨ Do you want to make a lasting impact on your guests? ♻️ Share if you believe in creating exceptional experiences.

👥🎁 Quick tip: Surprising your customers with unexpected perks or benefits can significantly boost their experience. It's the small gestures that count! 🌟 #FGCustomerJourney #CustomerSurprise #BusinessTip

❗️HELP!!! OUR CUSTOMER SERVICE SUCKS!❗ We don't usually explain it that way when talking with our teams about the opportunities for improvements when it comes to our customer experience... But, whether we say it raw or with a Shakespearean twist, we need to know what is actually pushing our customers away! From my experience: There are 3 things that are killing our customer's experience: 1) Our Process - too confusing 2) Our Policies - too rigid 3) Our People - too hung up on 1) & 2) to see the opportunity to create magic Discuss this on your next Zoom call and I guarantee your service scores will increase and your customers will start texting about you again.. in a good way! If you need a deeper dive into this, my travel carry-on is always packed and waiting at the door. Visit www.iamdaniel.ca or contact Tami Adams - Founder, Speaker Strategist, Speaker Coach for booking inquiries #iamdaniel #keynotespeaker #corporatespeaker #customerexperience #customerservice #Motivationalspeaker #storyteller #humancentric #Conferencespeaker #corporateevents #guestspeaker #eventplanner

Customer Love. Did a closed invited demo to 40 Companies in a Zoom Call. So happy to get feedback directly from customers and listening to each one of them is a blessing. The biggest happiness for any creator is getting product feedback good or bad, that is the peak moment for an artist. Be it movie makers or chefs, when someone tastes our product and shares feedback it's the moment we all waited for. As a person who has envisioned, we know the product in and out to show a demo. When we showcase it to the audience and when they receive it with love and get both great positive feedback and improvements both are received with the same love. Back to Sales on Ground. Will be sharing the learnings as we build the Workfast product in public. The leader should their hand on the ground and be there in the war before he tells someone to be there as you can get real candid feedback straight from customers. Looking forward to serving more customers. What’s our value proposition at Workfast.ai We give back the most valuable thing in the world to you. " Your time " Our Only Goal: To build things that make your lives simpler, faster and happier so you get your work done and get your most valuable resource in the world your time to spend with your loved ones and on the things you love to do. #workfast #customer #feedback #customerlove

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