26 Jun 2017

Business or Brand? What’s more important? You're a start-up! You have a great idea, some willing partners and (fortunately) adequate funding. Now on to business. As business trickles in and you grow (maybe slowly) and as the demands in your business grow and you are burning the candle at both ends you realise that if you do that much extra - you will do that much more business. And...

27 Oct 2015

The healthcare industry is fairly complex. Yet in the nature of its customer segmentation it can be really simple. There are three chief customers of the healthcare industry – patients, doctors and caregivers. Yes there are a lot others, paramedics, nursing staff, pharmacists, and of course an entire pharmaceutical industry that thrives on ‘improving the quality of life’. So if we ...

15 Oct 2015

Some time in August this year the Google Doodle commemorated the 229th ascent of Mont Blanc. And here I quote:"Capped by snow and shrouded in mist sits Mont Blanc, the highest point in the Alps. Its summit, forever white, towers 15,000+ feet above Europe’s sea level. Lord Byron called it “the monarch of mountains.” And for centuries, no human had ever reached its peak.Until 1786. That ye...

14 Oct 2015

The wheels of the auto industry are rolling quite well in India, thank you. And yet, is mileage the only factor that makes an Indian choose his car? Some time ago a colleague wanted to buy a car. While all background work had been done as to which were the possible choices, the final decision was going to be (obviously) based on the test drive. Read that as the Showroom Customer Experien...

11 Oct 2015

(If you’ve not read the precursor to this dialogue you might want to at this link, at the end of this post)One always thought customer experience reached its pinnacle at the way larger 5-star (even 7 star) hotels treated (read that as pampered) their customers. It was always about lavishness and luxury, about large intimidating lobbies, plush sofas and hushed tones. It was about how your...

05 Oct 2015

Is Customer Experience - CX - just the new buzzword around the block?The right words to use at a new client presentation?Just the new way to impress those on the panel for your next career move?Do you really need it? Maybe it’s not for your industry, your sector, your specialty, your domain. Well, you know what? You may be right.Here are 6 reasons why you don’t need Customer Experience. ...

29 Oct 2013

A friend of mine is really unhappy with the way Flipkart is dealing with her pending reversal of credit card dues. Here's the version from her - It been an absolutely terrible interaction with flipkart for one of the orders I placed with them mid August. Worse still has been an absolute lack of customer orientation in their entire chain. Placed an order on 18h August with a deliver...