Thursday, May 22, 2014

NAMO moved the Cheese and ate it too !!

Who Moved Your Cheese is the apt book to read for all our politicians who are doing so called  introspection. 

Mr Narendra Modi has not only moved the cheese and but also comfortably ate it too. Everyone else during the campaign was denying that no cheese is not moving and they remain focused on old cheese. 

Yes , Governance and Development is the new cheese and others remain focused on caste , communal & secular politics.

Inability to see moving cheese happens when you lose touch with the ground reality and remain surrounded by YES men.   

Same rule equally applies to business enterprises. In a highly competitive market cheese is moving and those who can see is taking early advantage. 

Some will not accept till complete loss of business and some will agree after much of a loss to the business. 

New cheese is better Customer Experience (CX).  People have enough of options for goods and services.  They are looking for better customer experience.  Companies those who remain focused on all other internal competences will soon find that customer are not interested how smart you are internally.What matters to them or what count in the market place is what kind of experience your enterprise put together is delivering to its customers.

Many companies those who claim to be customer centric are only equipped with customer service department. They neither have mapped their customers journeys , nor has thought of offering scintillating rational and emotional experience (Most companies even have no clue about these aspects of designing CX).

Cheese is on the move , companies at the forefront are taking advantage. Companies in denial mode or in no clue mode or surrounded by YES men CXOs will realise the reality and learn lesson like the one learnt by most political parties after 2014 election (Most of them have not and will not learn even now).

Once again recommend the book Who Moved My Cheese.


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