The new currency & the new gold reserve in the Sharing Economy

A new survey reveals:

Customer experience will overtake the product and pricing as a key brand differentiator. ( I am not saying so to promote my book on Customer Experience in times of social media “The Bread is moving”. Check the source of the survey here.)

Many enterprises are either not yet aware about the customer experience or they have other priorities than working on to create a customer experience focused organisation.

But a few statistics will awake the decision makers and people responsible for P & L A/C. Read more...

Brand, Real Estate Developers and NASSCOM

What a real estate developer wants?

1. Deals – Land, Redevelopment, Joint Venture, Joint Development
2. Money – Institutional/Bank Debt, Public Equity, Private Debt, Private Equity
3. Customers – Buy, Leases

What is the single most important thing which will bring all the three to a developer? Read More

What Prime Minister Narendra Modi is doing & every entrepreneur should do?

“The World Bank and the Centre are working on expanding the coverage to include an analysis on 344 parameters as part of the Business Reform Action Plan for 2016.”

Times of India – 15th Oct 2015

Each state will be measured on ease of doing business on a 344 parameters. 344 is a whopping number. If there are 344 parameters which influence ease of doing business, imagine how difficult it is for the business to do business. Because even 10% parameters not made easy, ease of doing business goes for a toss.

First and foremost, this 344 number is mind boggling. Imagine if our fitness is measured on the basis of 100 parameters, becoming fit becomes a Herculean task.

But the detailing is good so as to not miss out on any parameters. I am sure they must have a grading and a weightage system, to give adequate importance to the major parameters. 

This brings us to look inward, which we seldom look. What is the ease of doing business scorecard of your own company for your customers? This is very important.

Ease = More Business. Ease = Quick Business. Continue Reading...

How to avoid Financial & Social Bankruptcy?

A few years ago, one of our clients approached us to help them in raising finance for their packaging unit. Two entrepreneurs, well one entrepreneur and one technocrat. The entrepreneur was riding on the passion of the technocrat. (Technocrat’s blind passion is many a time reasons for business failure).

They had identified machine from Germany to manufacture packaging items for the food industry. Technocrat was extremely passionate about the capacity and quality of output of the machine. They were confident about sweeping the packaging market with the first of its kind machine imported in India. 

Read rest..

One suicide, one tweet and ease of doing business

Real estate developers in Mumbai are facing the real crisis. Most of the developers are under heavy debt. Project approval delays are well-known. With some 28 plus approvals from various Govt. authorities, one can imagine the time it takes and money involved.

On top of this sluggish market since last few years and heavy overheads. It is survival at stakes situation for many of the small and mid-size developers. When the market can’t absorb the cost and cost is high, the company fails. Here it is a question of an entire industry. We have seen suicide by a well-known developer in Thane yesterday – courtesy; extraordinary delay in Govt. approvals and heavy debt. Read  more...

The single most reason why financial literacy is must for every entrepreneur

Mr. X, who was once a very dynamic entrepreneur engaged in the pharmaceutical business, is now under depression for many years. Family expenses and cost of two daughters' education was borne by other close family members. His wife was doing some domestic work till both daughters completed their studies. Marriage of both the daughters was solemnised with the help of close family members. This is a real life story. Read More...

WHY better customer experience alone is not enough?

You are a potential customer and looking for a holiday resort company, a hospital, an insurance company and a bank to avail their services. You visited the online review of the companies. This is what you get for all the three companies.

Few of the top ten reviews: Read More...

Business Critical ebook free till 2nd Oct 2015

Happy to inform my new book The Bread is Moving released on Kindle on 27 Sep 2015 will be available for free till 30th Sep 2015.

Praise for the book: 

"The book is written in a simple to read and ready to execute format. I am sure, you will enjoy reading this book. And without wasting any time, you will start designing your organisations CX." 

Govind Shrikhande, Customer Care Associate & Managing Director, Shoppers Stop Limited 

"This book is very apt and timely for Indian market. Especially for hospitals, customer experience is critical and the book tells almost A to Z of it.” 

Joy Chakraborty, COO, Hinduja Hospital 

"I am impressed with how simply Sunil Gandhi has explained one of the most important aspects of Customer Experience (CX). Citing Indian examples he drives home the point very clearly and I am sure readers will be able to embark on a CX improvement journey right way." 

Manan Choksi, Director, RE/MAX Gujarat, Director

Here is the link... Click here

Two business critical data mostly unknown

“The purpose of business is to create and keep a customer.”

― Peter F. Drucker

Therefore, acquiring customers & keeping them are the key functions of the business. What Peter Drucker had said is profound and if we break the sentence into two, we get to know the real areas of focus on:

• Do something for which we get a customer
• Do something for which we can keep the acquired customer Read More..

If slaughterhouses had glass walls …

Meat ban and the beef ban has become the an unwanted controversy in India since last one week. Be it as it may, as far as eating is concerned, no one should force anyone and no need for political interference.

Moral conduct cannot be enforced. Eating good food is advisable, but cannot be enforced. The eater will be responsible for her acts & must be ready to face the consequences. Any good conduct is advisable but is not enforceable. Continue Reading...

Panacea for Recession, Turnaround & Brand Building

Initiatives for a business turnaround should not begin when the company is already in the hospital bed. We are sick not only when we visit doctors, but sickness becomes unbearable and then we visit doctors. Not on medication doesn’t mean we are healthy.

We go to a gymnasium to prevent health problem and maintain the health. It is not a compulsion, but a good practice. Good hygiene is a good practice be it individual or an enterprise. Likewise, a business turnaround can very well start when the business is still making money.

Continue Reading...

Twelve ways to get rid of Karma (Prematurely)

Attracting of Karma is Ashrav (+)

Stopping of Karma is Sanwar ( = ) and

Shedding of Karma is known as Nirjara ( - ) .

In the previous post, we saw 57 ways a soul can avoid attracting of new Karma. Today we will discuss about Nirjara. But before we discuss Nirjara we should know about the status of various Karmas. Continue Reading. 

57 ways to avoid new Karma

In the previous post on the subject Five Ways Soul attracts new Karma we have seen how a soul attracts new Karma. However, by now we know complete annihilation of Karma is Moksha. Therefore, an attraction of new Karma means an extension of cycles of life and death. Knowing how to stop attracting new Karma and shedding of existing Karma is extremely critical & I would say the most critical for every human being.

In this post, we will know HOW a soul can do that. Yes, stopping of new Karma and shedding of existing one is very much possible.

Common sense suggests NOT doing things which attract NEW Karma means a soul is not attracting new Karma. This act of not attracting the new Karma is known as SANWAR.Tattvarthigam Sutra (The Sutra) defines 57 ways this can be done. These are classified into six categories. These are; ..  Continue Reading.. 

One MUST read book – Today

In the past several years, I have read several books. Some of them were good while some were very good. Some I would say everyone should read and a very few I would say everyone MUST read. One of the MUST read is Seth Godin’s – Linchpin. This book in no unclear term says how to become indispensable. His definition of an art is worth remembering:

Art is a personal act of courage, something one human does that create change in another. 

I think art is the ability to change people with your work.  

It further states:

If it’s easy and risk-free, it’s unlikely that it’s art.

I am not talking today about Linchpin, but the MUST book for today is - Continue Reading 

Five ways SOUL attracts new Karma

In the previous post Physics of Karma we have read what actually the Karma is and characteristics of Karma. We have also read why knowing about karma is the most important thing in the post The Law of Karma – 1.

Now in this post we will see why a soul attracts Karma which makes the soul its bondage. Just to re-emphasise the importance of Karma, knowing definition of Moksha is important.

Definition of Moksha is:

Karmaless Soul. I.e. when a soul sheds all Karma, it need not take a new birth as a body and attain omniscience status of the soul i.e. Kewal Gyan (Omniscience).   Continue Reading.

Are you a victim of BAD design?

Most of us are not happy with our public utility services provided by Governments, but we are also not happy with the banking or insurance or hotel or airline or railway or telecom services. Many a times poor services are the reason for our frustration, but also of our changing of service providers.

Imagine an iPhone with poor functionality and some functionality even are even are not working. IPhone is a product, its manufacturers are known for superior customer experience and therefore what they design is for better customer experience, be it product design or service design at Apple stores. Continue Reading

Physics of Karma

In the previous post on the subject The Law of Karma – 1, we have read there are predominately eight types of Karma which a soul can attract. In this post we will see what is Karma

There are in all nine elements in the universe. One out of nine is Ajeev i.e Non Living. This Ajeev has five types and one of the five types is Pudgala. Pudgala is derived from the words ‘pud’, which is defined as Supplement (Addition), and gala, which is defined as Disintegrate, or Division. Therefore, Pudgalas are best defined as all things that are continuously changing by the process of Supplementation or Disintegration, namely matter.

The individual unit of Pudgala is the material from which all is made, smaller than protons, called a Paramänu, which, by the process of supplementation, can combine to form what can be roughly said is an atom, called a Skandha, Either individually or in combination, this similar type of Skandha is known as Vargana. 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?

Continue Reading  & download free ebook Wow ! & Weird....

Law of Karma - 1

During the monsoon session, it was a logjam and parliament failed to legislate new GST law. Without this new law, the economy will fail to speed up & blah blah blah… We have plenty of laws which govern our lives. We have a parliament to legislate and have lawyers to guide us about these new laws we are governed by. Important is we are expected to know all these laws and our courts do not accept ignorance as an excuse if we fail to abide by these laws.

Point to ponder is, we human beings are governed by a plethora of men made laws, but all other living beings are not governed at all by these laws legislated by the Parliament. But there is one law which equally applies to us, the human beings and animals. However, we are oblivious of these laws because we are oblivious about who we are. We all are souls living with a body. If you don’t agree, just find out the difference between a dead body and a living body.

Read More...

Imagine you are a patient

Pathetic State of customer Experience in the healthcare industry is a cause of major concern not only for patients but also for healthcare entrepreneurs.

Among the all service providers, customers of the healthcare industry are the most vulnerable and deserve the finest of customer experience. They are weak and suffering. They need the human empathy the most as a customer.

But our medical professionals are not trained to deal with the customers. They hardly talk with customers. Even if they talk they lack empathy. In his book Service Fanatics, author James Merlino, MD of Cleveland Clinics writes:

A personal investment in empathy and compassion by all caregivers is the foundation of the future for healthcare. 

The problem is service providers are not educated on the definition of customer experience. Doctors think treating the disease is their job. Entire heatlcare set up is focused on the treatment of the diseases. However, patient experience the health care service providers differently. Jamer Merlino writes;

Everything patients and their families see, do and touch is considered by us as the patient experience.

Read more..

Why you do not enjoy – Happiness Advantage ?

Happiness is a pursuit. Everyone is running after Happiness. All our activities, even if we dislike is pursuing Happiness for the future. We discount present Happiness for unknown and uncertain future Happiness.

Whether have we understood the Happiness? Usual belief is once we have something or some experience or some possession or some relationship or achieve some goal – we will be happy. This is aptly stated by the author Shawn Achor in his book Happiness Advantage. He says;

If you work hard, you will become successful and once you become successful, then you will be happy. ….. We think If I just get a raise, or hit the next sales target, I will be happy, if I can just get that next good grade, I will be happy. If I lose that five pounds, I will be happy. And so on. Success first, happiness second.       

But this is a myth. We have many achievers, but once they achieve their goal posts, shifts and happiness is pushed over the horizon. The author informs, there is a research which suggests a relationship between happiness and success is in fact reverse. Happiness is the precursor to success. Happiness and optimism actually fuel performance and achievement giving us the competitive edge i.e. Happiness Advantage. Read More...

The Real Maths

“Who are you?”

“I am Jay Kapoor.“ said Jay.

“What is the difference between you the Jay Kapoor and Jay Kapoor’s dead body? A dead body is wearing the same clothes, have same heart, lungs & liver etc. But living Jay is able to do all activities including thinking and dead Jay can’t do anything.”

Read More...

You can visit my new blog sunilwrites.com and download free ebook Wow ! & Weird... Collection of best blog posts of this blog...

The Highest Ignorance, The book on Amazon

Welcome to my new book on Amazon. The Highest Ignorance. Welcome to buy, share, review and retweet.

Praise for the book:

 Praise for the book: 

“A captivating novel on how our religious practices are inconsistent with truth & real natural laws...Sunil Gandhi is a master story teller and makes us visualize and relate to each character in the book like a good movie!" 

- Professor Jagdish N. Sheth, Charles Kellstadt Professor of Business, Emory University, USA. 

"For today's brake-less and largely aim-less people, Sunilbhai has created a 'sugar coated' fast pill. Fiction that presents the highest wisdom in a practical and applied manner. Hope a lot of readers take its benefit." 

- Vallabh Bhanshali , Co-Founder & Chairman , ENAM Group 

"This novella chronicles the journey of a young bride learning the ways of Jainism. The reader catches a glimpse into two parallel universes: contemporary urban life in 21st century India, and the world of age-old truths regarding Karma found in the Bhagavad Gita and as taught by Mahavira and Jain philosophers, past and present." 

- Christopher Key Chapple, Doshi Professor of Indic and Comparative Theology, Loyola Marymount University, Los Angeles, USA. 

“A book that takes a reader on a path never attempted; the protagonist asks questions and searches for answers that we all need. An enjoyable read. “ 

- Padma Bhushan Mallika Sarabhai, Renowned Indian Theatre Personality 

"An excellent book, explaining the basics of Jainism in a very simple, lucid language that laymen can understand. A delight to read. The story flows. No jarring notes of discord. Strongly recommended to persons wanting to understand something about Shrimad Rajchandra's teachings and Jainism." 

- CA Pradeep Shah, Senior Partner, AJ Shah & Company 

“Beautiful……. very touching……… lucidly written story explaining intricacies of Jainism and, its attraction through the medium of a young Brahmin woman married into leading Jain Family and her curiosity... . “The Highest Ignorance” maintains grip all through while kindling curiosity; answers questions that arise in many minds in the midst of daily routine and expectations of modern families and, interestingly, subtly introduces principles of winning hearts. 

A must read for all… young and not so young, initiated and non-initiated…… “ 

- CA Bhavana Doshi, Senior Advisor, KPMG 

“A gentle book on the deeply contemplative religion of Jainism, told in a contemporary language, drawing some very interesting and lucid parallels from movies and the game of cricket!! “ 

- Aruna Chakravorty, Ex Journalist, Indian Express


 Welcome to new blog sunilwrites.com and get a new free ebook Wow ! & Weird.

Good News for readers and visitors of this Blog

Good News.

Dear Subscribers and Visitors,

I have moved to the new blog sunilwrites.com from July 2015.  I have compiled best of posts of this blog in an ebook format titled 'Wow ! & Weird'. 

Subscribers and visitors of this blog may visit my new blog and download this 150+ plus age ebook for free. Yes for free. 

In addition, my new ebook The Highest Ignorance is now on Amazon for sale. 

Keep visiting my new blog and spread the word. 

Thank you for your support which I am sure will continue and grow.

How to make first (& Subsequent) impression

Right first impression is necessary but if not it’s not end of the world. If that be the case word improvement will have to be deleted from English dictionary. In this guidebook I will talk about first & second etc of impressions.

“ Research shows most people decide whether or not they like you within the first seven seconds of meeting you. They then spend the rest of the conversation internally justifying their initial reaction. This may sound terrifying, but by knowing this you can take advantage of it to make huge gains in your likeability. First impressions are tied intimately to positive body language… “ Forbes Magazine, 13 Traits of exceptionally likable people.

“Expression one wears on one’s face is far more important than the clothes one wears on one’s back.” Dale Carnegie

He says most fundamental key to first (to last) impression is simple SMILE. Read More....

How to learn foreign languages, well ASAP

In his book, Eve Spoke, evolutionist Philip Lieberman admitted:

‘Speech is so essential to our concept of intelligence that its possession is virtually equated with being human.  Animals who talk are human, because what sets us apart from other animals is the “gift” of speech’. Read more at my new blog...

Mastery worth Pursuing....

When Joseph Pine & James Gilmore wrote 'Work is a theater & business a stage , what they meant was like theater artists completely immersed in their performance on stage , entire enterprise (irrespective of their business)  has to immersed in creating better customer experience on these three criteria : need , ease and delight.  

Magic lies in immersion. Magic always holds people's attention and magical performance becomes talk of the town. What magical performance does in times of social media is common sense by now. 

Someone may wish to see what immersion and magic means , for them this Ted Performance will be useful. If this 'yo yo' to can be a subject of mastery I think anything in the world is worth mastering and has potential to hold people's attention.  

As far as business is concerned goal of mastering magical customer experience creation is worth pursuing.  

Reading list.... 2015 - 2016 ... Quarter One...

Since last few days I have come across some great books and site so here are they:

The work of Art & You are a writer by Jeff Goins (To be purchased,  waiting list)

The war at Art by Steven Pressfield  (Read)

The Happiness Advantage by Shawn Achor (Reading)

Thinking fast & Slow by Daniel Kahneman (Purchased , reading wait list)

Believe me these are life changing books....

Aanekant ...... Lord Mahavir's Message & Solution for many world problems...

Aanekant , (title of this blog is also based on this principle) is one of the finest messages of Lord Mahavir. 

Aanekant means the principles of pluralism and multiplicity of viewpoints, the notion that truth and reality are perceived differently from diverse points of view, and that no single point of view is the complete truth. 

Today "I" am right and therefore others are wrong , others are my opponent and in some extreme thinking others should be eliminated has taken over the world thinking.

All view points are conditioned and /or partial. There can not be absolute right or wrong. Terrorist killing people are right from their own stand point but if they change their point of view they may give up violence. Changing point of view can change behaviors & therefore nothing is absolute right or wrong.

Two people killing an animal : One with an intention of killing and eating and one by mistake. 

Technically both have killed so same rule applies to both is absolutism: However intent killer would attract more intense Karmas while accidental killer would attract lighter Karmas. Even our courts view this differently.     

If we understand and believe in the principle of Aanekant our own behavior will become moderate. We will be more open in accepting other's point of view not necessarily by giving up our point of view. We will become more accommodative which will reduce our hatred towards others. 

When world peace is seriously at stake this principle of Aanekant propagated by Lord Mahavir can offer the solution we all are seeking desperately. 

May his teaching bless our lives on the occasion of Mahavir Janmakalyanak (Birthday of Lord Mahavir).

Happy Morning.....not Good Morning

Happy Morning......

One of the Gym members where I go regularly wishes everyone Happy Morning and not Good Morning. His logic - do we wish on birthday as Happy Birthday or Good Birthday ?

Sounds interesting. 

Today during interaction he said ," By coming to Gym daily not only our body remains healthy but mind also becomes healthy. " We all know that. 

Doing something good in the morning motivates us and keep us in good mood through out the day.  Good mood impacts our other work,  this is a chain reaction.    

We are not happy because of our external success but reverse is true, we are happy and that impacts our external performance and success.

Referring to one of the personal trainers my Happy Gym friend said," He is full happy not a 1% is waste."

Are we fully and always HAPPY? or is there a waste? 

Remove unhappiness waste from your mental system and become 100% happy as that impacts our performance and therefore chance of success. Don't wait for your happiness till you become successful or till you get what you want. Become happy is a prerequisite of success. 

Have a Happy day. 

Inviting memorable customer experience stories

My first draft manuscript of book on Customer Experience is at editing stage, I need examples of great customer experience stories to be incorporated in the book. Inviting stories.....Well free ebook for all whose stories will be selected for the book...Look forward to amazing stories.

End of Volunteerism ....

Volunteering ends when desire for credit and thanks exceeds desire to do selfless work. 

Yes many people whom we assume to be doing social work , selfless work are suffering from deep desire to get recognition, deep desire to get credit of their work in public,  deep desire to get some direct & indirect benefit out of it. 

Mostly these are the people who talk about principles and ethics every now and then. They demonstrate by their words how mush they care about the institution they are working for. Ethics, truth, straight talks , I swear are some of the words of their vocabulary to camouflage their deep desire.

Just remove them from their post and see how their opinion & vocabulary changes. All institutions are stuffed with this kind of people. Society is more in danger from these people as others are known dangers but these people are unknown & hidden dangerous insiders. 

Volunteering means selfless work, desire for credit and public recognition ends selflessness and it becomes Give and Take business as usual.