Reinforce The Positives

(Photo courtesy Express Photorail)

India is gaining in reputation for being the services & hospitality capital of the world. But, instances of bad experiences introduces doubt if the country & its professionals have what it takes to deliver on this promise. I came across a Vir Sanghvi article today that deals with the issue of service attitude (or the lack of it) amongst professionals in this industry. Causes vary between employee’s lack of long term commitment to a job, multitude of employment options, corporations taking customers for granted, etc. – all matters beyond any one individual’s control. Overwhelming for anyone wanting to better the situation!

Can such systemic issues have simple individual remedies?

Read the full article here.  

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     ~ Changing Scales in India
     ~ Enterprise IT – Just A Utility?
     ~ When Customer Rule!

Amazon – World’s Most Customer Centric Company


Want to know why the Kindle is more differentiated?

What does Jeff Bezos think about his competition?

What does the “world’s most customer centric company” mean to Amazon?

Do you think Walmart has a chance against Amazon?

Watch Jeff Bezos discuss all the above & more with Charlie Rose in this interview.

Tony Hsieh – Delivering Happiness

With Tony Hsieh’s new book Delivering Happiness hitting the stores today, there is a buzz around about Zappos, Tony & his book. One of the first write-ups I have read about the book is a Fast Company blog post.

The Happiness Culture: Zappos Isn’t a Company — It’s a Mission

Delivering Happiness: A Path to Profits, Passion, and Purpose

Some quotes I like from the write-up are as follows:

But today Zappos has an employee culture that seems very much of one mind, focused on customer service and not in some sort of cookie-cutter corporate way. Zappos really cares that you’re happy, and it’s baked into their beliefs, their customer interaction, and even the way they hire.

“It’s not me saying to our employees, this is where our culture is. It’s more about giving employees permission and encouraging them to just be themselves.”

As you read Delivering Happiness, it’s clear that Hsieh is talking about customer happiness, but also employee happiness, and even his happiness. He says the goals of Happiness aren’t mutually exclusive.

“There’s three types of happiness and really happiness is about being able to combine pleasure, passion, and purpose in one’s personal life. I think it’s helpful and useful to actually think about all three in terms of how you can make customers happier, employees happier, and ultimately, investors happier.”

Volvo’s Quest For Customer Centricity


Here is an interview of Volvo’s Stuart Lennie where he shares some of the thought processes behind Volvo’s quest to become customer centric.

Customer Centricity: It’s Not Easy, But Worth It

In this interview with Stuart Lennie, President, Volvo IT, North America and VP, Volvo’s Global Sales to Order Solutions Unit, we get the opportunity to learn from another company that is not just talking about the customer, but actually implementing the significant strategic shifts required to become customer centric. Volvo has developed a vision, a strategy and a methodology to keep existing customers by understanding what is important to them.