28 Nov 2016

  It was a time when I worked with a rapidly growing division of an agency. As the business grew and my team grew, we hired relentlessly at all levels. Work was pouring in and we were all working at full capacity, responding to every client demand with overnight deadlines and yesterday deliveries! (Fedex could not have done it better). But at some point we realized that a lot of ...

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...

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...