23 Jun 2017

Summer 2014.  Roland Garros. French Open The tennis match was held up because of rain. As Novak Djokovic parked himself on the bench to take a breather, the ever alert ball boy stepped forward and, in attention, held the large green umbrella above the tennis star’s head. Djokovic turned around and called him forward and what ensued endeared him to millions of hearts that day! ...

23 Dec 2016

It’s 8:45 am. I am standing in a small queue of people: early risers who are obviously eager to catch the worm. We are outside the bank. It opens at 9 am. No one seems perturbed. Everyone has accepted this as: ‘life’ ‘fate’ ‘country’ and so on. A short young security guy stands guard at the half open door. He tries to look fierce and fails miserably. His job is to allow only the bank...

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...

05 Nov 2015

It's uncannily strange. Across sectors   you will find this huge group of businesses who help the industries serve their customers better. And most of this group will turn around and tell you that they don't need customer experience specially because they are not dealing with the end-customer. What they don't realise is that in saying that they are not recognizing their own customers as ...

02 Nov 2015

This post is part of the series that I am doing currently but spurred on by a recent experience that validates customer experience as a foundation stone for great brand building. Here’s what happened. Much of Mumbai and India have been abuzz with the Broadway Show of Disney’s Beauty and the Beast being performed locally. With 10 days of consecutive shows in a stadium in Mumbai everyon...

28 Oct 2015

Yesterday I spoke of the healthcare sector and customer experience. Closely related to that industry is the pharmaceutical industry – the manufacturers of drugs, the drivers of clinical trials and of course the harbingers of hope with some life-saving or life-changing drugs. For this sector the obvious customer is the doctor. Nattily dressed sales representatives with leather briefcases...

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...