Who owns Customer Experience in your organization?

Unboxing an Apple product – Wow!

Buying products from Amazon and ease of returning – Wow!

Being put on hold for 15 minutes during a customer support call – Terrible!

The battery lasts for 3 hours compared to the promised 5 hours – Frustrating!

We all have experienced moments of delight and despair during our interactions with “brands”. The above examples are not of good/bad products, but of “experiences” that we have around products or services that we buy. Continue reading

What a 3 Week Holiday Taught Me About Leadership!

Having worked in multinational corporations my entire career, I often wondered about my colleagues taking 4-6 weeks of holiday a year, however this was not a very comfortable concept for me.

I recently came back from a 3 week vacation, which was the longest vacation for me – ever.

I was feeling quite nervous, anxious and guilty before going on this trip. Thoughts around whether the team will be able to close the quarter on budget, who will represent me at the management meetings, what will my team think of me, what will my manager think of me etc.

I was in for a pleasant surprise once I returned Continue reading