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…

Read More

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…

Read More

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…

Read More

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…

Read More

5 Not-So-Obvious Strategies For Better Problem Solving

[ This first appeared in The Huffington Post on April 8, 2017 ] Problem solving is an integral part of all business organisations. Companies spend a lot of money in building capability in this domain. Most put in place elements that help to build and sustain it—capability development, top management support, coaching, a structured approach, communication, rewards and recognition, performance…

Read More

5 Business Process Lessons From The Oscars Goof-Up

This article appeared in The Huffington Post on Mar 7, 2017   I had written sometime back that 2016 was a year of the unexpected. It now seems as if the trend is continuing into 2017. Who would have thought that the venerable Oscars would feature a monumental goof-up, wherein the wrong film was announced as the winner in the…

Read More

Is This A Lost Decade for Quality in India?

[ Originally published in The Huffington Post on Feb 25, 2017 ] Quality has been a key pillar for enhancing India’s competitiveness. We have world-class institutions known for quality as well as businesses that produce flawless products. These achievements have been possible because of the efforts of the last three decades.   If you closely look at the last three…

Read More

4 Questions Indian Manufacturing Should Ask After The US Bedsheet Scandal

The piece originally appeared The Huffington Post Dec 1, 2017 As the India media got engrossed in demonetisation, the Tata boardroom battle and the US elections, a certain rather scandalous bit of news about a leading Indian textile company, against which class action suits are being filed in the US, seemed to have been largely ignored. This manufacturer had apparently…

Read More

3 Reasons Why Companies Fail To Deliver The Right Customer Experience

[Originally Published on May 17, 2016 in Huffington Post] Last week I was at a leading coffee chain at Indira Nagar in Bangalore. I was there to have a quiet meeting with one of my clients. However, from the moment we occupied the table, a server insisted on hovering next to me waiting for my order. I requested her to…

Read More