I write in response to an interesting question—Sympathy or Empathy?— CX expert and mentor, Annette Franz raises after narrating an extremely poor service encounter. Customers’ expectations from service quality perspective generally follow the hierarchy as shown in the image alongside.…
What is ‘Schizophrenia’ doing in the Title of a Customer Management Book?
Last week I addressed a two-day in-house Customer Service Workshop for an ATE Group company in Bengaluru (India). The first day of the workshop was largely built around my book Organisational Schizophrenia, the copy of which was made available by…
Shun “The Dumbest Idea”! Or, End Up With Dumb Customer Service.
Picked up from a statement made by Jack Welch in 2009[1], the “The Dumbest Idea” phrase has been cited so very often in media debates that it has now become synonymous with the term ‘share holder value maximisation.’ The full…
Dr. APJ Abdul Kalam: The Impressions of a 14 year old
President Dr APJ Abdul Kalam was gracious enough to quickly respond to my granddaughter’s request for a meeting during the family’s visit to India, in June 2004. What thrilled Prerna (14), her brother Pranay (12) and their father DR. Soni…
India’s Ranking on Customer Orientation Nose-dives; so Does Global Competitiveness
Competitiveness Crisis For the sixth consecutive year, India has fallen in its rank on WEF-Global Competitiveness Index (GCI). Dropping 22 positions from year 2009, India now at 71, is the lowest ranked among the BRICS economies. The Confederation of Indian…
Customer Service: All said and done, There is More Said than Done!
Could your inference be different? Global Competitiveness Report, compiled annually by the World Economic Forum (WEF), “produces a number of related research studies aimed at supporting countries in their transformation efforts and raising awareness about the need to adopt holistic…
Can Schizophrenic Organisations Deliver Good Service? Research Says: No!
What is a Schizophrenic Organisation? In the clinical sense, schizophrenia implies a split between a person’s thought and emotions. Schizophrenics display inappropriate thought patterns that often do not match the emotions displayed. Or they display emotions that fail to match…
Poor Customer Orientation Dilutes India’s Competitiveness!
Waning Competitiveness! According to the WEF Global Competitiveness Report, 2013-14, “India now ranks 60th, continuing its downward trend that began in 2009 (rank 49).” Once ahead of Brazil and South Africa, it now trails them by several places and is…
Customer Service Goes Schizophrenic: A Call for Culture of Discipline
While customer satisfaction has acquired strategic priority in the current business scenario, it can be achieved through a culture of discipline Despite some initial nervousness caused by the watershed economic reforms of 1991, most Indian businesses reacted with alacrity…