05 Nov 2019

email
In the good old days of the letter, it was considered rude not to respond to one. We all have heard of stories about how great leaders not only read every letter that came their way but made it a point to ensure that they or their staff responded to them.  But thanks to the world of free communications, this etiquette is fast becoming extinct. When I joined the business world, I was ...

25 Jul 2019

So who needs customer experience? For the longest time, customer experience was limited to the hotels or the hospitality industry. The world of hotels bends backwards for this. In India, 5 star hotels have tall large turbaned men welcoming you at the entrance, women in traditional attire garlanding you with the saffron flowers and walking you through marbled passageways to your luxu...

25 Jul 2019

I’ve built a stellar team that has degrees and portfolios and awards filling reams of resume pages. I’ve interviewed newbies who come with truckloads of certificates, certifications and diplomas that cover all the letters of the alphabet. I've got the skill sets, capabilities and prerequisites to run this tight shop to perfection. Truly I think I’ve arrived. And then someone from my tea...

14 Mar 2018

Cross cultural communication is one of the biggest disasters that technology has enabled. Seriously. Picture this scenario (quite a common one at that) Bob is running a very important project out of Texas, USA. His counterpart in India, Raj is now on a call with him. Here's a conversation that takes place between two people who speak English but whose communication styles are diffe...