Does A Company Really Care About Its Customers: These Three Instances Will Tell You

This piece was originally published in The Huffington Post on June 22, 2017 Organisations aspire to be customer-centric. They launch big transformation programs to try and align the entire organisation towards this goal. To make it happen, they look at customer insights, understand customer journeys, launch specific customer propositions, train employees and work on employee engagement programs. A CEO committed to customer-centricity…

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10 Reasons Why Employees Don’t Follow Organisational Processes

This piece first appeared in The Huffington Post on Mar 30, 2017   Processes are an integral part of all enterprises. And as I mentioned in one of my earlier pieces, if processes are not instituted, modelled or followed properly then the results may just take the form of a fried lizard on a customer’s plate. With an objective to…

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Here Are 7 Reasons Why Teams Often Leak Information

This piece first appeared in The Huffington Post on Jun 10, 2017 In recent days we have been reading about leaks from the White House. Leaks are always symptomatic of disgruntled team members who spill the beans to make the leader’s position precarious. There are reasons why information leaks happen in certain teams. Information leaks indicate that the team is…

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Use These Eight Guiding Principles To Build A Customer-Centric Company

This was originally published in The Huffington Post on May 16, 2017 Customers are the reason why businesses exist. Many businesses want to be customer-centric and spend time, money and other resources to make it happen. But they don’t get the desired results. One reason why this happens is the lack of a holistic approach by the top management. When…

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These Are The Two Things That Customers Expect From A Business

This article first appeared in The Huffington Post on May 7, 2017   What do customers really want? Plenty has been written on the subject. Companies do tons of research to find out what their customers want. They do market research, commission ethnographic studies, set up focus-groups, and much more. These are all important, of course. But if you zoom…

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Are Slackers Dragging Your Team Down?

[ This article first appeared in The Huffington Post on May 5, 2017 ]   Teams are an integral part of all organisations. Without an aligned team it’s almost impossible to achieve the strategic aspirations that have been envisioned by the leaders at the top. Our commonly held belief is that what a team can achieve an individual can’t. We…

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4 Lessons for Business Leaders From AAP’s Downhill Slide

[ The article first appeared The Huffington Post on May 2nd, 2017]   The Aam Aadmi Party was an experiment that promised exceptional results. When they first fought elections in December 2013 and came to power for 48 days before resigning, everyone thought that they had been wronged. The people of Delhi were prepared to give Kejriwal the crusader a…

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3 Ways In Which United Airlines Could Have Averted The David Dao Mess

[ The piece first appeared in The Huffington Post on 21st April 2017] The brutal “deplaning” of Dr David Dao from a United Airlines flight, which ended with him bleeding, bruised and concussed, sent shivers down the spine of anyone who has ever travelled by plane. The video of the assault on Dao caused outrage around the world and United’s reputation…

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