Tuesday, February 21, 2012

Kingfisher Air - Attacking the Root Cause or Root of the Brand ???

Our Dear Dr Mallya is now asking their people not to treat their CUSTOMER as Guest as they have a severe cash problem and it is not a good policy now.

He mean to say that its their treating Customer as Guest policy is one of the causes of their problem. How unfortunate ??

He is attacking the fundamental of the business basics. He must know that if any one will bail out or invest in his cash strapped company , the only reason would be their policy of treating customer as their guests.  Brand he has built which people loves today is only because of their CUSTOMER policy. 

Even CUSTOMERS have paid too steep price to Kingfisher Air just because they threat them as their Guests. 

Its not their CUSTOMER policy but everything else is lousy. Only good they have done is to raise the bar of customer experience.

I am sure he will not attack the root of his BRAND and  attack the right causes of the problems.

Sunday, February 19, 2012

Community Creation & Social Media

Blogging after few days. 

Well was busy with setting you new blog www.cforcapital.wordpress.com ( Focused on creating community of banking / finance professionals and capital seeking entrepreneurs )

2) One more in the offing www.wforwow.wordpress.com ( Focused on Community of Chief Customer /Experience Officers, though very rare in India but aim to grow this fraternity through this community )

3) White paper on Healthcare ( Health Dispensers ) Industry on How to create WOW!! Customer Experience for their Customers 

4) Creating content for my website at www.sunilgandhi.com

Lot of content creation planned for few few days. 

This blog will continue to have pieces on entrepreneurship, social media and personal experiences on life journey.


Tuesday, February 7, 2012

Does your enterprise Balance Sheet reflects TRUE Assets? No Its Not.

Opening the Balance Sheet and looking at the asset side will not give the true answer.  


- Fixed Assets are revalued and not MTM. We all know how much it will fetch if we are out to sale NOW. Yes but its Assets as long as it produces the goods which are acceptable in the Market with our cost structure.
- Stocks have two elements: Bogus & Inflated to boots profit and dead stock reflected having no market value. Remove these two to arrive at true value
- Debtors also have two elements: Generated through bogus sales and almost doubtful to doubtful debts
- Loans & Advances includes money given to associate concerns which is not recoverable in most cases. 

Therefore after adjusting the Balance Sheet with above realities , you may arrive at the RIGHT figure of the assets.  & if you adjust assets with actual liabilities , you may be surprised { shocked } with your networth figure.  

Therefore Balance Sheet is not the right place to find out the TRUE assets of the company.  Its the Non Balance Sheet assets that counts and matters the MOST.

Assets = Resources under Influence of an Enterprise which can be leveraged for Wealth Creation for all stake holders. 

An enterprise can influence its people working for it to give their best, its suppliers to supply best at most competitive rates, its customers to patronage again and again and refer new customers also,   its share holders to invest when opportunity demands , its relationship with government and other agencies to quicken the process and also policy influence,  its relationship with local area  groups/infrastructure ( What Tata Steel has done and is doing for the town Tata Nagar )  to garner their support as and when require , its Brand Promise & of-course its assets in the Balance Sheet. All these are the assets. All resources and relationships MUST be leveraged to create wealth. Not all area under INFLUENCE are reflected in the Balance Sheet.  

Question is HOW to leverage assets and HOW to expand area of Influence ?? Truly successful companies are masters of both. If any one is missing success will be limited but when both are present  success is to be seen to believe. In personal category Amitabh Bachchan , Dr Manmohan Singh are the shining examples of how they leveraged their Assets ( Voice / Acting and Knowledge / Experience - nothing is reflected in their balance sheet on the contrary these assets have made their balance sheet stronger ) and expanded area of influence.    Two of the largest enterprises in the country Reliance leveraged their capacity to deal with govt , capacity to execute at jet speed & Infosys leveraged owners' foresightedness , perseverance and governance policies to create wealth.  None reflected in the Balance Sheet.

To conclude its Assets outside the Balance Sheet that makes enterprise Balance Sheet stronger. Not the other way. Take stock , become aware of your off balance sheet assets TODAY and have plan to leverage them fully.

Assets = Resources under Influence of an Enterprise which can be leveraged for Wealth Creation for all stake holders.


Saturday, February 4, 2012

Is the BRAND you represent LOVABLE??

Which are the brands do u as a customer LOVE??? If you take too much time to think you don’t LOVE any.  If the name is on your sleeve that’s LOVE.  

Passion for Customer will make your Brand Lovable.  We all know LOVE is a two way game. Customer will LOVE your brand only if you love your customers. What we do for our loved one requires no mention.  Passion of not sales person and marketing team, but its passion at the TOP that matters the MOST.  Yes (mostly ignored) culture of the organization percolates down from the TOP.  “Shining in the sun like a pearl upon the ocean “ is the Hindi movie song  but it has a message for every enterprise.  Yes end to end experience to the customer from the brand must be like that. It should be shining and visible from among its 100s of competitors.
You should be clear leader and on top of the mind of your customer in your category. Whenever there is a talk about delightful customer experience expamples are given about brands like Starbucks and now Zappos.com or Kingfisher Airlines in India. Hardly MOST companies embrace WOW !! / Delight and Memorable Customer Experience as their business strategy.  Its never their in any Business Plan.
Zappos.com sends pleasant surprises to their customers along with orders . They invite customer,suppliers or anyone to visit their office in Las Vegas. I wonder why many companies even can not copy the best???
Entrepreneurs who celebrate their day to day business will delight their customers (even employees and suppliers too) . No one else.  What Laloo Culture could do to Bihar and what Nitish/Narendra Modi Culture is doing is for everyone to see. We are also witnessing what no culture at all can do at central leadership level. Its a clear case of CULTURE issue. Culture at the TOP matters the most. Bucks stops and start from there. Enterprise indulges in many many training programme for its people every year. True training deficit is mostly at the TOP { Who can tell their bosses/owners ???} .

Make it a point in next Management Meet  that objective worth pursing for next 12 months is Talk of the Town  { Customer Experience and Culture of Employee Happiness. } . No other strategies. Whatever it takes to achieve these two goals are the guiding actions. Period. Make your area of Influence a
merrier place. Celebrate your entrepreneurial endavour. Its about brand in action & its also about CSR in action.

Note: We all know how miserable Loveless life could be. Same applies to your BRAND.