Uncensored, Unencumbered and Unafraid!
In my view, everyone involved in the hiring process should have a framework for it. It is the single most important activity that goes into building a successful organization. After all, people make organizations and not the other way around. Before you jump into saying that organizations also teach people, I would like to punctuate…
Indians of 2022 are rescuing the Gods! Yeah, you read that right! We’ve reached the critical point in the evolution of our species at which we’re done with all our earthly problems. We seem to have attained immortality. Small and nagging issues like the ones listed hereunder are not things that bother us, not in…
From Instant Noodles to Instant Justice, or at least the illusion of it, seems to have captured our imagination. The last couple of weeks have been particularly disturbing, with JCBs crushing dreams, aspirations and the thin layer of hope with which the poor and the unprivileged shelter their lives. Theatre of the absurd is playing…
The future of customer experience has been sealed, or so many believe. The truth, however, lies somewhere in between what we have in the present and what we wish to make of it. I must underline the fact that the customers do not drop from the heavens above, they are very much a part of…
The word Putin was never music to a democratic ear but lately, it has started sounding a lot like the unsettling moniker – Hitler! The world has in many ways abdicated its responsibility, political, economic, and military agreements of the past that gave weaker (non-nuclear) nations hope and the feeling of safety has long been…
Let’s familiarise ourselves with key numbers on the internet usage, its penetration, and stats on social media users in our country (India), before we make the case for a dedicated social media customer service strategy, for brands serious about customer experience. 680 million active internet users. 478 million WhatsApp users. 349.2 million active Facebook users…
Building blocks of building customer service from the seminal work – Outside -in paraphrased in my words! Service Strategy Best defined as intended experience, what is the kind of experience that you wish to extend to your users. Is it going to be COSTCO or Apple? Is it going to be an Airtel or LG? It…
Creating product differentiation is vital to success but the question is, at what cost must it be done? A billion successful examples are scattered all over the world – which one to pick up? How far should one go? Is it ok to stop short of the competition? Imagine yourself in an auction! You’re waiting…
Customer centricity gets spoken about a lot, don’t believe me? Tune in to any corporate briefing and you’d invariably find executives speak highly and passionately about customer focus, customer experience, and how they find ‘excellent service delivery’ to be central to their business strategy. Take a brief moment and do your own brief research first,…
If I gave you all the ingredients that go into a great falafel, would you succeed in putting together the best falafel there is, or even an edible version of it? You and I know that those who haven’t cooked in the past, are very likely to end up with an inedible dish, despite having…