Loyalty Is Not Forever

How does one feel when a 13-year relationship comes to an end? Especially when one has remained fiercely loyal despite persistent temptations from relentless suitors? Anger and betrayal! These are the two emotions I strongly felt… for Nokia!

IPL: Great Product, Lousy Service!

I went to an IPL match expecting great cricket. Instead, I faced ticketing chaos and long queues, waiting calmly even as a bomb blast went off. The match began, but the customer experience was underwhelming, to put it mildly.

Anticipating Customer Needs

A 29-hour foggy travel ordeal reminded me how often businesses miss simple opportunities to add value. Anticipating customer needs is not about grand gestures. It is about noticing what customers will need next and offering it before they ask.

The Customer Is Always Right? Wrong!

A Diwali shopping trip turned into a lesson in customer behaviour and leadership judgment. Watching a manager side with an abusive customer made me question a belief many organisations follow blindly. Is the customer always right, or is respect non-negotiable?