25 Jul 2019

communications, CrossCulture, Customer Experience
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...
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25 Jul 2019

communications, CrossCulture, Customer Experience, Training
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...
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22 Jun 2017

2017
  Jeremy Bullmore once said: "People build brands as birds build nests, from scraps and straws we chance upon." This quote by Jeremy Bullmore was never truer than today. Indeed with media more fragmented than ever before and attention spans reducing to nanoseconds, it's even a wonder there exists something called brand loyalty. Truly, scraps and straws are lining brand nests th...
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23 Dec 2016

Customer Experience 2 Comments
It’s 8:45 am. I am standing in a small queue of people: early risers who are obviously eager to catch the worm. We are outside the bank. It opens at 9 am. No one seems perturbed. Everyone has accepted this as: ‘life’ ‘fate’ ‘country’ and so on. A short young security guy stands guard at the half open door. He tries to look fierce and fails miserably. His job is to allow only the bank...
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16 Nov 2016

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...
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02 Nov 2015

Customer Experience 3 Comments
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...
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