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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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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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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How To Spot An Intellectually Toxic Person

[This piece was originally published in The Huffington Post on March 29, 2017]   We’ve all come across people who love to show off how much more they know than others. They’ll use every opportunity to showcase their intellectual depth and knowledge of all things arcane and esoteric to others. They will stop others in meetings and ask questions not…

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How To Not Serve Your Customers Deep-Fried Lizards

[The article was originally published in The Huffington Post on 15th Mar 2017]   Recently, a pregnant woman found a fried lizard amidst her fries in a McDonald’s outlet in Kolkata. The news caused much consternation, given that most people believe McDonald’s to adhere to international-level hygiene standards. Thus was clearly a food safety violation that could have caused real…

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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…

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7 Reasons Why People Around You Could Be Phubbing

The article was originally published in The Huffington Post on 19 Feb, 2017   Technology has quietly changed our lives, both for good and bad. Yes, technology has improved productivity, helped to digitally reconnect with friends, but it has also resulted in behaviours which are disengaging. One such awful behaviour is phubbing, defined as: “To ignore (a person or one’s…

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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…

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