Friday, January 18, 2013

Means of Mass Irritation

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To better customer experience BAN all out bound call centers. Your brand experience is getting diluted by mindless calls.  I know so...

Icing on the Cake is fine but not at the cost of Cake

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Customer Experience is not just about DELIGHT. Reduction in complaints is also better customer experience. Delighting while failing i...

Homework for TODAY and Everyday

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Need  : Recheck whether your offerings are fulfilling the NEED of the customer TODAY. (yesterday was different) Ease : Remove all obsta...
Thursday, December 20, 2012

Who is building your BRAND?

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Customer Experience is EXTREMELY important in the times of Social Media. Last week we celebrated our marriage anniversary. My wife had ...

We the (reactive) People:

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We the (reactive) People:  1) Cigarette Smoking  is Injurious to health &  can cause Cancer . 2) Going to Gym and doing Exercise ...

Brand Communication Vs Brand Execution

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Mr. Narendra Modi is a very good Marketer. He is marketing his state so vigorously, that perhaps no other CM can match his passion and vi...
Friday, December 7, 2012

Are you a SHAKER or Looking for One ??

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Unless you shake up the bottle, you will get diluted version of the medicine. Unless you share up the institutions /companies, you get...
Monday, November 26, 2012

SPEED UP – The only REFORM we want from Government

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When we design customer experience , business processes r the most important thing after culture at the top and people.  Even that is tru...
Wednesday, October 31, 2012

Rajat Gupta & MCHI - Court Judgement

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Well the title  suggests some co-relation between the two  judgement .  Yesterday Mumbai High Court delivered a judgement on VAT t...
Tuesday, October 23, 2012

10 MUST for India to Move Ahead

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1.      Robert Varda  Must open up for SC Judge Inquiry 2.      Govt Must work towards passing of Lokpal Bill acceptable to all parti...