10 Nov 2016

Increasingly organisations are working across boundaries. Most people brag about leading teams across borders. Then people talk about there being no geographical borders any more thanks to technology. Yes, but there is an invisible line that separates us. A line that not many want to see or acknowledge. And that’s the line that separates cultures. The cultural barriers can make or brea...

22 May 2016

I know! I know! Everyone has been talking about it right? Well, I got talked to about it too, so armed with 4 friends (all Beauty-ful) we decided to see the play. First co-ordinating dates between 5 busy people is no joke. Still when you do want to be part of an event like this and share it with your friends, it is all worthwhile. That among others is the ‘Beauty’ part. The ‘event’ as ...

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...

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 ...

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 (...

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 ...

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...