Listening is the key to understanding. Are we listening to our customers?

We’ve all had bad and great customer experiences. But, what do we talk about the most? We talk more about the bad experiences than the great ones. That is human nature.

Customer churn is the biggest threat you should guard against, irrespective of the products or services you offer. According to a recent study, 82% of customers said they would switch products or service providers after a bad experience with its customer service department.

Most often, the problem arises because the customers feel that they are not appropriately heard by the customer service functions of the organization. The issue or the challenge itself is not acknowledged, and there is absolutely no empathy. This forces customers to look for alternatives and can cause massive damage to your revenues and your brand value.

You can listen to the panel discuss how active listening can help with the following:

1. Reduce customer churn, improve customer loyalty, and customer retention
2. Receiving feedback that you can act on
3. Identify opportunities to up-sell and cross-sell
4. Create delightful customer interactions
5. Avoiding crisis

Meet The Panelist

Chief Operating Officer at Spice Money

Srivaths Varadharajan

Srivaths is a leading global fintech & digital evangelist with laser sharp entrepreneurial, innovative, and strategic execution skills. In his more than 23 years of experience, he has worked on various functional streams like customer service, operations, strategic planning, and financial accounting across domains like BFSI, Telecom, BPO/KPO, and airlines.

He currently functions as the Chief Operating Officer at Spice Money.

Founder Director at Aibo Insurance

Eswaranatarajan N.

Eswaranatarajan is the founder Director of Aibo Insuretec, a startup. Earlier he was President and Chief Operating Officer at Kotak General Insurance company. He has had various stints heading sales & distribution, underwriting, and operations. He has also had stints with TATA AIG Insurance, and ICICI Lombard General Insurance companies.

He is a cost accountant from ICW and an Alumnus of IIM Bangalore.

Executive Vice President at ClearTouch Connect Pvt. Ltd.

Uthaman Bakthikrishnan

I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable.

Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.