Glitter ≠ Gold!
All that glitters is not gold, this golden phrase applies to customer centricity just as much as it does to…
Outsourcing 2.0, the future!
It is impossible to attempt predicting the future without taking history into account; the posterior view of linear time. The…
Decide like Mahatma!
Defining a decision is easy, let’s take the task of putting what is a good decision in a frame and…
Civility pays!
“Civility in the context of business is, first-world-feel-good bullshit”, is what I maintained, in the early part of my career,…
Service Culture.
Between customer experience, culture & transformation I’ve written 10 articles (will list and link them at the end of this…
‘Culture eats strategy for breakfast’
‘Culture eats strategy for breakfast’ I’m borrowing this line from a legendary business writer, if you’ve read him too, you’d…
Before Innovation ..
“Innovation: why and how”, is the title of the article that I wrote last year in the month of June…
From service to “Customer Experience” !
Hi People, How have you been? Thanks for your time and suggestions on the last article .. I appreciate every…
Service & Churn!
Agreement on the need to retain customer is easily arrived at, not too many views against this motion is voiced…
Negotiation, Change & Conflict!
I’m certain that most of you will agree when I say, negotiating from a position of bureaucratic strength is easier…