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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3 Subtle Ways To Persuade Your Team To Comply With Requests

[ This article first appeared in The Huffington Post on 15 April 2017) Persuading a team, or just about anyone, to do something can be quite an uphill task. This holds true irrespective of whether you are trying change behaviour, sell a new idea, or just trying to ensure compliance to new processes. So what can you do to increase…

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5 Lessons From TV Journalist Natasha Exelby’s World-Famous Blooper

  Earlier this month, a clip of Australian anchor Natasha Exelby went viral—blissfully unaware of the rolling camera she was seen daydreaming and fiddling with her pen before realising—with a visible jolt of shock—that she was on air. What’s more, viewers have overwhelmingly responded with sympathy and solidarity rather than judgment. It brings to light five things we should all…

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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…

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