29 Mar 2018

Cross culture can be serious. Or it can bring a smile on your face. Here are some ways Cross Culture and Cultural Diversity can actually be funny. There's one way of looking at cross cultural teams. And there's another way of looking at it. And there's a way of looking at cross cultural communication   Diversity can be welcomed. Or diversity can be viewed with a ...

18 Mar 2018

Cross culture is the unspoken issue in many a  global collaboration. When global conglomerates seek out Indian talent to work with them, a lot of attention is focused on quality of work and cost arbitrage. But there is one important aspect that gets left out. Here's an example. A large Dutch financial organisation is seeking to outsource its IT business to a large multinational...

25 Dec 2016

I’m rushing from one place to another. It’s evening and the sun is setting. I look past the revelers at the stretch by Juhu beach and in the horizon, the sun is ready for its evening dip. I want to take a picture with my ever-ready phone but decide to use my ‘photographic’ memory instead and just look at the sun setting instead. And the thought that comes to me is “I could’ve missed thi...

16 Nov 2016

A post by Abhijit Gupta At the very outset let me clarify – this is not a post on the need for Demonetising our currency or an analysis of merits and demerits of it. My sincere belief is that we are onto something revolutionary and must congratulate our PM for the bold step taken. This post is a humble pointer to a tool available in Customer Experience (CX) management methodologies and...

16 May 2016

We’ve all dissed airlines for losing our luggage. We’ve never marvelled at HOW they find it. Here’s my story of how Jet Airways found (and returned) my bag – a bag that they had not even lost. When you lose your bag on an overnight trip, the first thing you get is separation anxiety from your travel toothbrush. It did hit me hard this time. However it is a longish story and the li...

23 Oct 2015

It’s really obvious and yet most don’t take the opportunity to the hilt. We have to start with the premise that a workplace is a microcosm of the culture of the country. However global the culture of an organization, at heart the DNA of its people is local. And this must be not only recognized but acknowledged and cherished. I recently did a series of blog posts on my personal space (...

21 May 2013

It's easy to get customers. There is always a demand in this country of billions.Now it's easy to lose the customers you have too.Reliance Broadband shows you the way.1. Identify regular, loyal customers. Cut off their internet connection without any prior notice or intimation.2. Play table tennis with complaint calls - send it to the technical department to keep the customer engaged for...

13 Aug 2012

I'd say Customer Service is way below the poverty line in our country. The desire to understand the customer is nil. The desire to please the customer is therefore completely out of question. As for addressing customer woes, sorry, not in this country. If you've not read my previous post, I suggest you read it and get back here.http://www.customerdark.blogspot.in/2012/08/shortcut-to-grow...

22 May 2012

Customer loyalty as a term has often been bandied around, strung together with numbers, tightly wrapped up in excel sheets. Analyst debate, segment, typify and label. Planners come up with deep insights after much thinking and trying to look out of windowless offices. And some profound statements in a pitch later, one realises that this indeed is true.One such statement about a customer'...

16 May 2012

Buying a car is an exciting proposition. A bit daunting... but exciting nevertheless.Most car buying habits have been well documented especially in the Indian scenario. You normally move from a two wheeler to a hatchback, hatchback to a mid-class sedan, then to a luxury sedan and so on. SUVs, XUVs and now even LUVs fall somewhere along that line based on needs, occupation, and finally th...