Mr. Prime Minister, after DIPAM, next is HRD Ministry

The Finance Minister presented Union Budget 2016 today. Every year we hear finance minister and post that army of experts who analyse the budget. Then everything is back to normal, & we hope well new normal. Continue reading...

Future of Banking & Role of Customer Experience

Prime Minister Narendra Mode announced the opening of 170 mn account opening during last less than 12 months under Jan Dhan Yojana. Additionally, he also asked bankers to finance start-ups. Indian banks, especially public sector banks are struggling with customer service. Imagine the additional customer load and service expectations.

About a year back I had blogged Everyone Else but Customers, wherein I had stated banks are for customers, but bank boards have nominees from all other stakeholders like RBI, Govt, Employees, Officers  & Shareholders but no customer nominees. In the absence of customer nominees who will advocate customers cause?

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Mr. PM ignite human spirit not animal spirit

We very easily forget the very basic thing about our existence. We all are human being and therefore can and should not live like animals. 

Therefore the phrases killer instinct and animal spirit is highly misleading and I would say anti social phrases.  

We need human spirit to be ignited not animal. To those who want animal spirit to spread must watch animal planet channel to know how they live and whether we need that kind of spirit? 

Animal spirit and killer instinct make us kill one another make us forget about human sensitivity towards fellow human being. On top of that technology focus makes us forget human side of every thing. Recently I was reading a paper on 'How to make Healthcare Human Centric?' Entire process and business of treating human being has become inhuman - technology and money focused. 

Delightful Customer Experience and Pathetic Customer Experience - difference is - One is taking care of all senses and emotions of customers and other is inhuman ignoring all these critical human aspect of customers and treating customer just an object to make money. Companies that are winning in this space are engaged in human side of the business. If your company wants to become customer centric first step is to become human centric.  

All these call centers are another example of inhuman aspect of business. It irritates human and caller gets inhuman response in return from the person being called. In most organisations people are running for quarterly targets and in return not only get remuneration but lots of ailments. Excessive greed for speedy growth and higher return is ignoring human side of the story. 

"The most striking contradiction is China where, despite a fourfold multiplication in two decades in real GDP per capita from a low initial level, life satisfaction has not improved."    - Richard A. Easterlin University of Southern California and IZA 

The above observation by the professor clearly states - Happiness is not directly related with growth and development. Ignoring human side of the growth is what China model demonstrates. 

Development - Yes , Growth - Yes but process should not ignore that we all are Human Being first and therefore measurement of happiness is critical while pursuing ANY growth model.

Mr Prime Minister while mandate is for development and growth please keep approach of Being Human at the core. Involve your HRD minister to keep track on Human Happiness Index along with your growth initiatives.