White Papers
Who Else Wants Success?
As clichés go, this one must surely rank somewhere at the very top- ‘Nothing succeeds like success’, but what if your success laid the seeds of a failure? Take Honda Motors India and the car known as the “Jazz” . This was supposedly a Honda Motors offering at the “premium compact “ segment. Popular in […]
THE CHEESE & CHALK STORY!
Reporting different from analysis/analytics?They are different alright.It is essential to understand that “reporting” is an end result, a destination while “analysis” is a process, a journey.More often than not, reporting, therefore, is a “representation” of the findings an analytical process.A simple problem-solving process flow is illustrated below. Notice that the 2 key steps which lead to an […]
Hiring Talent From The Outside Versus Promoting From Within, In Leadership Roles
This has been a dilemma for management teams forever. Many data facts are available which suggest that promoting from within is the mantra followed by the most successful companies that continue to be leaders through the test of time, as opposed to the numbers that have excelled under leaders that were hired from the industry. It intrigues […]
Sensory Design- Do not try this at home
I had an interesting moment recently. While discussing restaurants with a chain owner, I said ‘let’s discuss Sensory Design of your outlets’. In return, I was met with a look which said, “ok, smart alec, what in the hell is that, I already have an interior designer who is doing the design, so why discuss this now?’ […]
Got The Ticket To Ride?
“It’s not your product or your price that impresses me most at the end of the day. It is your intention that counts. If your intention is to help me save time, money and effort & solve my problem in the process of using you and not just increase your profitability then let this reflect […]
Customer Fixing Your Problems?
So we recently purchased a couple of high ends IBM servers for ourselves ( all the data crunching and Analytics needs some serious computing). The servers came all well packed and ready to be installed. The IBM team came in for installation as promised. Installation complete, our Tech team happy. Then Murphy kicked in. One […]
Build Loyalty That You Can Be Proud Of
That Indian consumers are a growing breed is now known. India has a severe shortage of trained, knowledgeable staff to serve this growing set of consumers is also now being widely recognized. Why then do organizations spend the time, effort and money to train these scarce resources, only to not empower them? Baffling. The current […]
Be Patient With Healthcare
As I sank into the plush, comfortable couch I surveyed the scene with a sense of unrealism. Potted plants, huge plasma screen televisions playing the latest movie, the aroma of coffee and fresh-baked bread, a choice of newspapers within hands reach, muted conversations. I was waiting for an appointment at the swank Kokilaben Ambani Hospital […]
Faking Sincerity!
I forget, as to who was the Hollywood mogul who once said,” Sincerity is the key, baby, if you can fake that, you have it made !” Many organizations seem to have this approach when it comes to satisfying and servicing their customers.Talk politely at all times to customers who call, humor them, dawdle, tarry and […]
Why Smart Business Don’t Care About Customer Satisfaction
“We are already doing customer satisfaction studies, so why do we need a customer experience study?” This is a common refrain I hear from a number of customers we engage with. I can see where they are coming from. After a lot of organizational time, money and effort are expended on these studies. Well, if […]