A receptionist at the Mahindra Holidays resort in Coorg received a call from a member who was stuck in traffic on way to the resort. The member was worried that he would not be able to check-in before the resort’s restaurant ended its lunch service. He did not want his children to go hungry. So… Continue reading This is the Driver of Future Competitive Advantage
"Bad design is smoke, while good design is a mirror." Juan Carlos Fernandes Service Design as a principle plays a key role in designing a service. Services not designed keeping in mind the human-centered service design principles are going to create irritating and frustrating experiences for the users of the service. The irony is this… Continue reading It Takes Efforts to Create Effortless Experiences
How do we differentiate in the Crowded Online Market place? This is the question every CMO and CEO is struggling with. Brand building tools have changed. HELPING is new Marketing. It is not only new marketing but also a new brand building tool. From the SELL ONLY mindset websites, how your brand can bring VALUE… Continue reading Blogging to Build Your Brand is a Great Idea. How to do it Right?
The following picture is of a small homestay in Thekkady in Kerela. This homestay enjoys rave reviews on Trip Advisor. The owner is not an MBA and not even a graduate. He doesn't do any advertising. What he does is taking care of his customer so much so that he enjoys 91% 5-star reviews from… Continue reading How to be Ready for the World Beyond Advertising?
Here is a real-life conversation we all can learn from. Customer,” What do you chare for car decoration.” The vendor shows a photo of a car with 3 bouquet and other accessories. He said,” Rs..2400 for 3 bouquet decoration.” Customer asked,” With other accessories? Vendor, “ Yes as shown in the picture. Rs.800 per bouquet.” Customer asked,”… Continue reading “Poor communication” why many visitors leave your website
You are a wealth manager. You are one of the speakers at the wealth management conference. Your competitor company has sponsored the event. They have put up banners, standees and a stall to create awareness about their services. The participants of the conference are high net-worth individuals. During your talk, you shared some of the… Continue reading Digital Marketing Sans Content Marketing – Why You Need to Worry
I attended the Cleveland Clinic Customer Experience Summit at the Hinduja Hospital yesterday in Mumbai. The format was interesting. They made their patient talk to the audience about the detailed patient experience at the hospital. The Cleveland Clinic is the leader of the patient experience in the world. Out of the many things, one of… Continue reading How Can Indian Healthcare Companies Expand Their Influence?