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! This was the only brand of phone I had used since I went “mobile” 13 years ago. […]

IPL: Great Product, Lousy Service!

Last weekend i flew in to Bangalore to catch up with a couple of school buddies. And what better way for us Indians to bond than over a cricket match? And if it is cricket, then it doesn't get bigger than the Indian Premier League (IPL)! The excitement was palpable as we waded through the […]

Anticipating Customer Needs

Last week i was one of the millions of victims of the dreaded New Delhi fog. When my early morning flight to Jabalpur got cancelled (not surprised), i hurriedly booked myself on the afternoon train. As luck would have it, the train too got cancelled (surprised and shocked!). Refusing to get cowed down by Mother […]

The Customer Is Always Right? Wrong!

Diwali season is not the greatest of times to go shopping in India if you are as finicky about your personal space as I am. For years I have religiously avoided stepping into malls and shops during festival periods. But last weekend, a surprise birthday party invitation from my son’s classmate sent me scurrying to […]