Don’t loose customers you have acquired - it is expensive!
There's a war out there. Companies are fighting hard to woo customers their way. Watch the commercials on TV or on almost every page as you flip through the morning paper. And what about the telesales...
View ArticleInvest and form the right culture
Getting back is an exciting prospect these days for any Indian who has been living abroad. The buzz that is so apparent as you watch developments from afar, is even more evident first hand. The long...
View ArticleProductivity: The enemy of waste
I walked into the brand-laden, glitzy showroom in Gurgaon's "Mall Mile". Uniformed staff outnumbered customers on the floor. Minutes later, I was hurrying out disillusioned by the dull service...
View ArticleLeading at the front
Like many in the city, I have a refrigerator. Though my fridge is new, much of the time it doesn't work. But this article isn't about the machine; my story is about trying to get consistent help to...
View ArticleThe bumpy road ahead for India!
If we had to give ourselves a grade on road and traffic management - maybe, a charitable E? 60 years after independence, driving in India is an art form that borders on sin. Roads are in need of...
View ArticleStand out from the pack of employers
Someone I know and respect called me to discuss a previously published article on Frontline Leadership. He particularly valued the emphasis on customer service. He believes if incentives don't work...
View ArticleThe silent army
There are more than 1 million Non Profit Organisations (NPOs) currently operating in this country. The majority are based or focused on rural India. More than 20 million people are actively engaged...
View ArticleDiversity Pays
Many years ago, I worked for a company that for some reason did not employ women. The very few female staff that it did hire were placed in some mysteriously inaccessible part of the building. I don't...
View ArticleMake your rupee talk louder
Just the other day, I switched on the television all agog to watch a favourite show. It was listed as one of those "pay to view" programmes - so I called the service provider. Guess What? It was...
View ArticleWhere momentum is the destiny
I spent some wonderful hours at the beautiful lawns of the British High Commissioner's residence. The occasion was the Annual Winter Carnival of Tamana, a non profit voluntary organisation that seeks...
View ArticleCitizen India Inc's role in future
How do you explain a car advertisement where the driving displays are anything but safe? And that too in a country with massive road safety problems. How do you explain an advertisement that purports...
View ArticleBe an everyday hero
Last week, I was exposed to tragedy - a young man of 18, was crushed to death by some unknown driver on the roads of the city of Gurgaon. His death went unnoticed. For almost two hours he was lying,...
View ArticleOur heritage reinvented
"Don't destroy our heritage. Every monument is our national treasure......The many magnificent monuments of our land are more than an expression of the fabled ethos of India and her timeless spirit of...
View ArticleThe next 400 years
doweshowbellyad = 0; A friend, true lover of nature, rejected the lures of five - star comfort to stay at a forest lodge located deep in one of the most popular jungles in our country. The cup of tea,...
View ArticleA random scribble
Last month, I spent a few weeks in one of my favourite cities - Manhattan, New York. If you enjoy music, the arts, food and have friends to spend time with; there are very few places that can delight...
View ArticleTwenty two deadly sins
doweshowbellyad = 0; Sunday before last, at around 7 PM, I set out from Kasturba Gandhi Marg - driving the 22 km route to my home in Gurgaon. The week hadn't brought any cheer. Tragedy created for men...
View ArticleImportance of imagination
Morning walks in my neighborhood are a pleasant experience, the air seems clean and the lack of the ubiquitous Gurgaon bustle is a definite plus. Good cheer pervades, even the security guards, after...
View ArticleSanjay Gupta: Puppets of Greed
We head out into 2009 with a strange year gone by. Economic tumult of unprecedented proportions. And, for us in India, a series of dastardly acts claiming countless innocent lives culminating with the...
View ArticleOur Compulsion for Choice
In a village in Goa lives a small family. Nazma is the bread earner after her husband left her, consumed by the habit of alcohol. She toils endlessly in the hope her children will have a future better...
View ArticleWhy Not Ask Why?
It was almost two decades ago; I was undergoing orientation to Total Quality Management. An exciting aspect of that training was discovering Statistical Problem Solving. I was amazed to see how one...
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