CFO & CX
Customer Experience

Why Should CFOs Focus on Customer Experience for Better Results?

Every company aspires to become like Apple. Customers shall queue outside the store before the store opens, pay a premium price, wait eagerly for the next model, spread word of mouth, the product is a prestige symbol, huge company net worth, and mega market cap. To become Apple one can’t, ignore what Steve Jobs believed… Continue reading Why Should CFOs Focus on Customer Experience for Better Results?

Empathy in Business
Content Marketing, Customer Experience, Service Design

This is the Driver of Future Competitive Advantage

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

Buyers Beware
Customer Experience, Human Centred Service Design, Service Design

Are You Ready for the New Seller Beware World?

We live in dangerous times. Mind boggling target centric companies are taking investors for a ride. I am not talking about any chit fund or MLM or other out and out cheating companies. I am sharing my experience with a leading Life Insurance company in the country. Two incidences took place during the last 30… Continue reading Are You Ready for the New Seller Beware World?

No Ads World
Content Marketing, Customer Experience, digital marketing

How to be Ready for the World Beyond Advertising?

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?

Healthcare content marketing
Content Marketing, Customer Experience, Healthcare Services

How Can Indian Healthcare Companies Expand Their Influence?

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?

Content Marketing, Customer Experience, Human Centred Service Design, Service Design

How Can Smaller Companies Win In The Digital World?

Nawazuddin Siddique’s movies can perform better than SRK’s movies. - Better Content In 10 years Davids tea becomes a talk of the town tea retailer brand in the USA with 240 stores. - Better Customer Experience Indian Passport authority can outperform private sector utility companies in citizen centricity. - Better Service Design Mirakle Courier company… Continue reading How Can Smaller Companies Win In The Digital World?

Content Marketing
Content Marketing, Customer Engagement, Customer Experience

How Can Content Marketing Re-Energize Your Organisation?

“You need to spend all of your time and energy on creating something that actually brings value to the people you’re asking for money!” Gary Vaynerchuk When an Organisation creates remarkable content, it benefits the entire ecosystem of the Organisation. The content creation is not only about Google and SEO; it is also about human… Continue reading How Can Content Marketing Re-Energize Your Organisation?