Insert HTML here
Theories and practical ways of creating a world-class customer experience ecosystem.
There are mornings that begin like any other, with the same familiar weight of habit, and yet end with a strange clarity, as if the day has quietly shifted its axis. This was one of those mornings for me in Indore. I went to attend a Jain pravachan, a gathering shaped by discipline and devotion,…
In the theatre of commerce, where billions of transactions unfold daily across the globe, a profound question emerges: what invisible forces guide the human mind towards one product over another? The answer lies not in the rational calculations of homo economicus, but in the labyrinthine corridors of psychology, where emotion, memory, and unconscious bias choreograph…
There’s something profoundly humbling about starting from scratch. When you’re standing at zero, the possibilities seem endless, but so do the challenges. There’s no roadmap, no established precedent—just an idea and the determination to bring it to life. For me, that journey began with a simple, audacious question: could intercity travel in India be reinvented?…
The transformation from a nimble startup to a corporate powerhouse is a complex journey shaped by visionary thinking, adaptability, and a deep understanding of people, technology, and market dynamics. Companies like Amazon, Netflix, Airbnb, Alibaba, and Flipkart embody this evolution, showcasing the agility and resilience necessary to succeed in highly competitive industries. As businesses grow,…
The world of customer support has undergone significant changes in the past few years. With the rise of digital first business, customer support has become more important than ever before. As customers have become more tech-savvy and demanding, businesses are under pressure to provide fast, efficient, and personalized customer support. One technology that can change…
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…
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,…
