Saturday, March 30, 2013

Indian Retailers’ Priority Mismatch

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I was going through   RAI – TCS Study 2013 . What I found interesting is this: At retail store level priority wise  focus area for 20...
Saturday, March 23, 2013

Ignorant NPAs !!

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We are bound to have NPAs, tax evasion and everything else that is wrong with business and corporate sector. Every profession needs t...
Friday, March 22, 2013

Capitalist Trap we are all in !!

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During last week I had two conversations about the PEOPLE in organisations. One of the new recruits of public sector bank told me that ...
Monday, March 18, 2013

8 Reasons for YOU to BLOG

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Reasons can be many 8 or 18 or even 80. Blogging is about:  - expressing the self ,  - expression in what yo believe in,  - ex...
Wednesday, March 6, 2013

Are you acting in CSR drama?

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Before you spend single penny on so called CSR, please check your  happiness scorecard of  employees, customers and community you operate...
Wednesday, February 6, 2013

CSR Drama Vs Unhappy Employees

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Yesterday got news of one more premature death (heart attack) at the age of sub 30.  That reminded me of my 2011 blog  We all are dying in...
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 ...