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...

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...

09 Oct 2015

So who needs customer experience?Frankly no one. Except, those business that need ...well... customers.So if you are in a business and want to get new customers or engage with existing customers or even  hold on to the customers who are planning to leave, you need to take a cold hard look at the experience you are offering your customers.For the longest time, customer experience was limi...

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. ...

11 Mar 2014

It's amazing how the best of brands feel they don't need to give Indians the same level of service that is demanded of them elsewhere in the world. I could rattle off a list of names but a case in point is a big name below. Although this experience is not mine, it can be any of us brand-conscious people.Do we not get enough because we don't demand it? As written by a friend and Lenovo cu...

06 Nov 2013

You’ve got your new business set up. You’ve got a five-year plan. You’ve got the funding.The space, the resources, the will to succeed. And, you’ve been smart enough to add marketing to the mix.Not only that, you are a new age entrepreneurial venture. You’ve added social media!!!!WOW!You’re all set to succeed. You are all set to gear up for all the numbers that will come in. But are you ...

21 Jul 2013

I recently needed a cab to take me to the airport at 5 am. Nothing new in that. Except that earlier I had a driver who lived close by. The new one does not. And it made sense to me, with the spate of new cab services now vociferously advertising their efficient services to call in for one.I had done this before when #Merucabs were first launched. But living just a short distance away fro...

08 Aug 2012

I may be getting old.But of late I am constantly suspicious of large organisations who are trying to do me out of my hard-earned money.Especially when I transact online.For people like me, fortunately, there are plenty of ways banks and credit card companies help in safegaurding my money. However not all these options are quick or easy or either.So when I was booking online tickets last ...