Three Reasons Why Customers Are Not Always Right

We all know the famous quote, “The customer is always right.” It was coined more than a century ago. In the United States, it was popularized by Marshall Field during the early 1900s. In the United Kingdom, it was popularized by Harry Gordon Selfridge of luxury retailer Selfridge’s fame. Since then, businesses have used it generously to demonstrate their focus…

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How a University used treehouses to foster collaboration

The founders of Shoolini University at picturesque Solan in Northern India, were trying to solve a problem which is often overlooked by academic institutes. The rigorous academic schedule made the students spend most of their time either in the class-rooms or in the library. The group interactions were confined to classrooms, laboratories, hostels, social events, dramatics and sports activities. Co-founder…

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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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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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