Saturday, August 22, 2015

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.  

Thursday, August 20, 2015

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?

Friday, August 14, 2015

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.

Tuesday, August 11, 2015

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.

Friday, August 7, 2015

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...

Friday, July 31, 2015

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

Wednesday, July 22, 2015

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.

Monday, July 6, 2015

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.

Saturday, May 30, 2015

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....

Saturday, May 16, 2015

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...

Monday, May 11, 2015

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.  

Saturday, April 4, 2015

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....

Thursday, April 2, 2015

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).

Thursday, March 19, 2015

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. 

Friday, March 13, 2015

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.

Wednesday, March 4, 2015

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. 

Saturday, February 21, 2015

What the hell !!!.... Ok Fine...

My just completed teenage daughter utters two phrases frequently. Language of teenagers are different and shapes the future of the language.

Coming to these phrases, there is a great learning from these.

In life we are always concerned with one or many things. When any such incidence we encounter personally first utterance is : What the hell !!!

However we are taught by Stephen Covey that there are two area in our life: Circle of Concerns and Circle of Influence. Expanding circle of influence will contracts our circle of concerns. 

When we are in our area of concern , what the hell situation will be frequent.  We have two options then:

1) Expand the area of influence to address the concern
2) Accept the reality that you cant do anything about the situation

In both the scenario our response after what the hell should be - Ok Fine;

1) Ok Fine , let me do something about it 
2) Ok Fine, let me accept that I have to live with it

Lesson is do not remain in what the hell situations and quickly go into Ok Fine mode with any of the two options above.

My daughter when she understands why of what the hell situation usually says OK Fine with 2nd option & occasionally pursues 1st option.

These two phrases are very important & going hand in hand in real life situations.

Whenever we are in what the hell state of mind immediately go into Ok Fine mode to remain calm or become action oriented as the case may be.

Lessons in life comes from anywhere and everywhere. 

Wednesday, February 11, 2015

NAMO - QUICK Wins please (Humbly)

There is a concept called QUICK Wins. 
There is a concept called Economic Education  

When you are working on a larger good , to keep your supporters and believers glued to you , you have to offer some quick immediate visible benefit / difference. Since larger project takes long time this is very critical to keep the supporters glued to you.  

PM is in economic overhaul mode, visiting various countries which will boost our economy  , making Government work harder etc etc. but for people its useless unless they see some quick benefit and life changing experience.  On the contrary foreign trips and pictures work other way like PM is wasting resources in foreign tours and doesn't care about the people who voted him. Series of QUICK wins initiatives is a MUST. (This is also known as low hanging fruits.)

Secondly we want to get away from freebies culture so voters must know the impact of freebies. Economic education should be the part of Govt's economic agenda.  Working to improve economy without educating people HOW it works is again like a silent Govt. ( You may be speaking all other useless things, that is not a talkative leader unless it offers some insight.)   Communication is critical to get votes, communication is critical to expand voters base, communication is critical to make people know what you are doing , how you are doing and  how will you achieve the goal. 

Govt MUST initiate economic education programme like Swachh Bharat Abhiyaan. 

We need Ministry of Citizen Communication (I & B is anyway useless) educating citizen about important issues without spending on photos of political masters. (People know the PM , they want to know how he is working to change their lives for the better.) 

(PS: None of the above works and helps against Arrogance. First prerequisite for a public leader is Humbleness. Saying I am humble means nothing unless you are seen so. Entire present political class is suffering from this. Warren Buffet has recently quoted," ABC of failure for companies - Arrogance, Bureaucracy & Complacent , it is also applicable to all types of organisations.)

Thursday, January 22, 2015

The Art of Doing Nothing

Our PM Mr. Narendra Modi is workaholic. He never took vacation during his tenure as CM of Gujarat. He is driving all crazy in Delhi by his super aggressive working style. 

He is getting praised from all over the world. 

This action begets praise culture is making us action oriented 24 X 7.

When we are not doing anything we are considered lazy.  We always want to do something so much so that many of my friends tells me they get bore on Sunday. 

I think in school we all wanted that extra holiday and now when we have grown up we don't know what to do with our holidays and free time.

I think workaholic means running away from the self.  When we always want to engage with doing external things we are infact do not know how to live with the self. 

People don't like their holidays, vacation or free time is infact a problem with our society. Today there is an article in Mint about Great Rajni Kothari a political economist. Author says he believed that no one should pay price for the progress. This is referred as environment ,villages & villagers need not pay price for the progress. I would add even no generation should pay price for the progress.

We should no over work and in the process kill ourselves in the name of progress and development. I think we are doing for future generation is just a myth ; be it economic development or be it independence freedom fight. Every generation do and act for their own benefit. Benefit to next generation is just a by product.  

Point is we all need to PAUSE and reflect the kind of fast life we all are living under the pretext of working for next generation or for an employer or nation building.

Work with commitment YES but don't fool your self by justifying over work. Have  equal enthusiasm for free time activities. Enjoy your free time and doing nothing time. Doing doesn't mean doing for earning only. Inculcate personal hobby and spend time with self and family. Take vacation and expand your perspective.  

We all spend our prime time in working for earning but 2/3rd of all employees are unhappy. Even entrepreneurs become slave to their business and miss expected happiness and perceived freedom.


Bottom line is LOVE your free time, LEARN the art of doing nothing , LIVE with the self. Our first duty is towards the self and at the cost of our happiness we even cant fulfill our SO CALLED duty towards others.   

Next time when you get free time ,  feel privileged and not just KILL free time CHERISH this time because this is time you are actually LIVING for self. Art of doing noting is the real ART. 

Monday, January 12, 2015

Is your company board lopsided? Lacks diversity?

Last week I was discussing CFO of one of the listed companies about their board vacancy and new members on the board. He informed me that they have inducted two chartered accountants (CA). One CA was already there on their board. I wondered how many CAs a company needs on their board? Company board indicates diversity and inattentiveness of the company.  

In most Indian companies we will find CA and lawyers as independent directors. I fail to understand compliance is the only role of the board? Do executive directors not want views from professionals from various fields? 

Marketing, HR, Economists, Architects, and why not writers ad artists, for out of the box views , social media expert, IT professionals , film directors , media & communication professionals, international and local domain experts I mean there are many diverse professionals available who can add perhaps more value that legal and finance professionals. 

But most companies do not want to think differently. Independent directors should play active role in growth and strategy of the company which is much more than compliance and tax planning or linear thinking. there is noting wrong with CA and lawyers on board but excessive of them wont work. 

In light of above today's interview of SBI Chairperson Mrs Bhattacharya is welcome that PSU boards have surfeit of CAs. I think this should be a thinking point for all boards to review critically excessive of anything. Company board need diversity in times we live in. Markets outside is dynamic and need lateral thinking. When war is of talent , limited and lopsided boards will make companies struggle to survive.

(Anti-Disclaimer:  I myself is a CA)   

Thursday, December 18, 2014

Essence , very profound ...

Reflect on this, we don't need long essays or papers to realise this : 

“Do you have any idea how many lives we must have gone through before we even got the first idea that there is more to life than eating, or fighting, or power in the Flock? A thousand lives, Jon, ten thousand!” 



― Richard BachJonathan Livingston Seagull


(This may be lazy blog post but let it be...)

Sunday, November 30, 2014

Pause & Reflect.... Before ..... its too late.

Development ... Growth .. Produce More......Sale More....... More awareness , More Advertisement More Sales Push and More Sales Target for companies to survive and succeed......Stressed Employees.... 

Too Many Producers ..... Less Margin..... Stressed Top Management to achieve more ROIs.... 

More Buy.... Over Buy.... Stuffocated Customers ....  Advance Buy with Loan or Cut in Savings .... High Debt and Low Saving....More Stress at Home to Maintain Standard and Manage Debt ... 

Kind of development we are pursuing in this capitalist society is leading us to overall STRESSED society for all. 

This is not we need. We need happiness and what we are pursuing with this route is assumed and temporary happiness but at the end mere stress and stress.  

We need radical thinker & ideas in this mad rush for so called development and developed economy goal. 

PAUSE....Reflect ... What we are upto and what we are achieving with this mad rush. !!! This herd mentality rush all around us wont even allow us to PAUSE and Reflect but we have only one life and now is the time.






Wednesday, November 26, 2014

Build Trust before .... Convenience

Mega Malls & Stores have MEGA display of goods they are selling : 
- Customer always invariably over buys , many tempted buys 
(Convenience of credit card's payment terms is the culprit)

Online Sales : 
- Very convenient and people over buys 
(Convenience of home/office is the culprit)

Convenience will mostly enable/instigate additional and unwanted buys .... but convenience will always enable buys....

If an enterprise wants to enhance sales , remove all hindrances from customers buy road map. Make it extremely easy and convenient. 

( Remember; TRUST is a pre-requisite , without building TRUST with best ethical sales marketing and adverting , sales, after sales and return policy convenience will not fly. )

First focus on TRUST and stay away by offering all conveniences for customers to act. 

Friday, November 21, 2014

I CAN is Ignorance

I CAN is Ignorance ,  I CAN'T is knowledge !!

Don't agree ? 

Think of your wishes/dreams/actions till now since birth and find out % of wishes/dreams/results fulfilled ?

Think , this is a profound truth !!! Again think !! 

(More on this in my forthcoming book...The Biggest Confusion)

Wednesday, November 12, 2014

The Shortest Journey - The Book

Last week released my first fiction book "The Shortest Journey" in Gujarati.....




It's available on Amazon at Buy Now !!

English version now on amazon. The Highest Ignorance.

Saturday, October 25, 2014

What to WRITE when you don't know what to WRITE ?

In the journey of this blog there were occasions when I wanted to write but couldn't !!!

Not because of lack of time but because of lack of ideas !!

Therefore scare commodity is not time but ideas and ideas matter the most. 

If we have ideas we will find time , if we have ideas we will execute it. Without ideas , time and execution capabilities wont help....


Ideas are seed , everything else follows... Ideas can come anytime ..... keep a note pad (or mobile phone application Keep can be handy) near you as ideas will come and go in friction of seconds.. keep writing them and develop idea bank. it can be for any area... area you are working or want to work...... 


The moment we decide to do something or seeking solution to any problem our mind starts working and soon will start throwing ideas....!!

Keep an idea bank and you will be amazed with the kind of ideas your bank will have sooner. 

Your idea bank will help when you don't know what to write and you want to write !!!! 

Monday, October 6, 2014

What we study in school needs critical Reimagination ....

Fitness & Cleanliness both are not after or before office and weekend activities. We have considered both these priorities as non priorities and results are in front of us:

1) Lifestyle diseases have become epidemic. 

2) Obesity , heart ailment, blood pressure, diabetes , back related diseases are killing our population like never before.

3) PM has to ignite the spirit of nation for cleanliness kind of basic hygiene matters.

4) Filth all around our public places including temples.

We teach History as full scale subject but Civics as part time subject in schools.  
We teach Biology as full scale subject but Physical Fitness as part time & irrelevant subject.

We have no time for Gym and exercise in our 24 X 7 corporate (killer) culture. Financial targets have become so critical that body working to achieve the same has become less relevant. 

We talk about sustainability of environment and we just care less about sustainability of human being.   In a mission to achieve financial fitness for share holders physical fitness of people working to achieve the same has become irrelevant. 

People should work more than 8 hours of duty time as a gesture of loyalty and commitment but no time is given for physical fitness.   

Some elite corporate companies have become aware about health issues of employees but this is just a drop in the ocean.

Fitness & Cleanliness is a state of mind. It can be cultivated if we study it school as a major subject and not as a part time good to have subjects. 

We need to critically review what we teach in our schools considering the new realities around us.

Wednesday, September 24, 2014

Daily Brand Killers

HDFC Bank and Reliance Insurance  are very big brands. They have invested huge money in their brands.

Unfortunately call center people they engage with are just killing their brands.

I got call during last two days from these two brands' call centers.

One was shameless and does not know how to talk when listeners says NO. He gave me his personal mobile number in his arrogance to complain wherever I wish to.

One was literally begging to me to listen to him when I said NO.

These companies think quality matters only in product and services (there also most fails). They are giving outsourcing contracts to such companies who employ these kinds of people to represent their brands.

In my earlier blog   I had written about out bound call centers as means of mass irritation. However when it becomes means of mass irritation it also becomes means of daily brand killers. 

Thursday, September 18, 2014

Ease or Lose !!

When I logout from the facebook.com landing page has an ad of Jabong.com displaying few products incl T Shirt.  Several times I liked the T Shirt design I had clicked on that but no purchase yet by me from Jabong.com

Reason :

When I click after liking the product my landing page on Jabong does not display that product. I scroll down for a minute and then leave. 

That page shows many other shirts and T Shirts but not the one which I liked and clicked on. 

I don't know technical or business issues involved but I am not willing to put extra efforts and time and therefore sale is not happening.  

Customer Effort is playing significant role in customer experience (CX).

Fulfilling customer need with ease and delight is the role of enterprise & ease comes before delight.  

Many transaction opportunities fail only because of ease factor is ignored or not paid attention too. Imagine revenue loss !! 

Jabong must have paid facebook huge money for this ad and yet failed transaction in spite customer likes the product and wants to buy !!!

Have your business processes and corporate communication vetted by CX expert for better Customer Experence - NOW

Friday, September 12, 2014

At last ...

At last there is a realisation in industry that BRAND is about ROMANCING the Customer and not just LOGO and Advertising. The origin of this blog was for this purpose. 

For many years BRAND builders have always ignored Customer Experience while for CUSTOMERs it was always like that. & this was a mismatch. 

Common sense says : how customers are concerned with the brand if they are not experienced? 

But still all creativity is expended in advertising and so called superficial brand building exercise.

Theme of upcoming brand summit by Paul Writer is Lovable Brands; Romancing the Customer. 

Unless brands are touching and making customer experience memorable , its not branding exercise at all. Earlier companies realise this better resources can be allocated. 

It would be apt to mention what Seth Godin has blogged earlier this week: 

" Most important marketing decision the CMO makes...

Is the goal to get people to notice what we make?

or

Are we setting out to make something people choose to talk about?

If you don't know your boss's answer to this, find out. If you do, act accordingly.

Hint: getting people to talk (or care) about your average stuff for average people is a lot more difficult than it ever was before "

My entire blogbook WOW ! & Weird is devoted on this very theme. 

Happy to see our BRAND Builder community is going to discuss on this in this summit. Happy days for CUSTOMERs , AT LAST.

Tuesday, September 2, 2014

Social Media & Big Data will make us CX crazy !!

Social Media is two way communication. Every experience will be shared - good or bad. therefore Customer Experience (CX) is critical.
Big Data is too many data trying to make sense out of too much information. Its about more customized solution.
Data is available in plenty all around us but making sense out of the data is the real challenge.
I don't know in times to come how much intrusion these companies are going to make in our lives but its certain we are living in interesting time.
More dependent we are becoming on Gadgets more data we are generating , more pattern we are creating about our behaviour and more precise trends enterprise will be able to forecast.
The above data from Gartner is clear that top priority of Big Data is to better CX. This short film A Day in Big Data tells us where are we moving as a business enterprise and as recipient experienced (pampered) customer.
However it would be apt to conclude quote from CK Prahalad " Future will not be an extrapolation of the past. "

Friday, August 29, 2014

We the CAs

We,  THE CAs.
We CAs are a unique tribe. We are pampered during our article ship, before we actually deserve; statutory authorities have given us immense social respect by bestowing some great responsibilities , before we have earned that (degree is minimum qualifier not earned respect), we wear this hat of CA in our day to day social life and act as an auditor of everything including life. Finding fault with everything has become our birth right or we assume it is our life mission.
There are some great CAs, doing fabulous social work and contributing their might positively by becoming part of the solution, baring those , most of CAs can be classified in two categories;
They are either inactive/indifferent in social contribution or fault finders, part of the problem wherever they go and whatever they see.   Audit & tax are not only their bread and butter but their water and air too. They do not have third angle to anything.
CAs are often compared to MBAs and earlier with lawyers. Well, both these tribes are not comparable to us. Compared to number of lawyers seen in politics, CAs is not a match. We don’t take active interest in world around us. Politics is about taking charge & doing something - proactively. It’s about communication, communication at its best.  We lack adequate skills here.
MBAs are obvious different – they are trained in classroom, their trainers come from different walks of life, they have campus culture of networking and team work, they have holistic view of the business, they have great public communication skills in public. – We lose here on competitive skills.
Lest we forget both - lawyers and MBAs have subject knowledge too.  It’s not only about communication skills but its depth of subject plus communication skills and most important their interest in things around them, eagerness to contribute positively sets them distinctly apart from CAs.
It takes all the three attributes shown above for a CAs to become all round socially relevant human being. Hat of CA is a proud hat to wear but forgetting to remove while living life will keep us CAs only and not a complete living human being.  
I live in a housing complex where there are 400+ flats and around 2500 population. It comprises of 4 housing societies and as many as 40 CAs in the complex. Most of them are not willing to join managing committees. If forced to join seldom attend the meeting. Even if they attend the meeting many of them play a destructive role of just opposing everything. Instead of becoming a facilitator of good work and helping those who are working with their help either time or money or contacts, these people play negative role , become road blocks and frustrate those who are working and willing to work.
Out of the total 40 managing committee members from 4 societies & 40 odd CAs, there are hardly any CAs are the part of managing committees. I being in touch with all the 4 societies as a chairman of the common association I get feedback from other managing committee members that these CAs are just playing a role of a compliance officer. They are extremely focused on compliance, minutes, methods and legality & other petty issues irrespective whether it’s stalling the work and killing the spirit of cooperation.
They do not see life beyond that. As a managing committee following the law is important but it’s insignificant area as compared to larger role it has to play in the overall development and maintenance of the society.
This brings to my moot question. Are we just a CA in our personal life? Why CA even though a powerful degree can’t stand competition with MBAs? Why for CEO engineers and MBAs are preferred than CAs?  We all are individual plus CA. However once we get the CA degree we just remain CA and shed our individuality.
I recollect what CA YM Kale after joining Hinduja Group said in one of the conferences “ We CAs think we are most important & indispensable part of the businesses however once you join industry and assume larger role one can realize how insignificant is the role of a CA in the larger overall perspective of the business landscape.”
When the world is sleeping we have to remain awake is our slogan, agreed. However that should not become a barrier for us to assume larger role in life. CAs must assume role of problem solver , facilitator of good work in society around them and get out of the audit hat unless actually auditing. Life is much more than mere auditing and tax!!

Thursday, August 21, 2014

The BIGGEST confusion !!

1st chapter of Anupam Kher's book The best thing about you is YOU is titled as - We all are Unhappy.  He concludes the chapter as - Happiness can not come solely come from external sources. First of all we have to discover the concept of Knowing Yourself and being Yourself. 

Being yourself means who?  As a body or as a soul? As long as we consider self as a body his chapter title will remain true. The moment we consider self as a soul we will be on a path to achieve his last line.

Our unhappiness starts with our confusion of self as body or soul !!Our wrong belief about the self is the cause of our unhappiness. 

Know your self is not about knowing your nature and habits or anything about the body but its about knowing your true form as a soul. 

'I' should go with soul and not with body. Who is 'I' is the biggest confusion we live our life with.