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The looming COVID-19 health emergency has lead to lock downs across countries, forcing companies to get their employees to work remotely. While this has managed business continuity in the current context, it has led to managers facing a new dilemma; managing employee...

An article on the changing nature of work spaces. Published in the E&T magazine published by IET (The Institution of Engineering and Technology)

Customer experience is at the heart of business sustainability and growth. One of the biggest challenges for organisations is sustaining client relationships. The crowded and erratic market have shorter technological cycles and a narrow window to get things right the first time.In...

Customer Satisfaction traditionally is viewed as a function of delivery i.e. what you promised the customer and what was delivered. The aspects judged are product and service interaction with customers with aspects of brand positioning / promise were not factored into into such...

I recently had an extremely bitter customer experience with a food chain which delivers food at home which got me thinking about this post. About the Company As a long term patron of 5 years, I loved ordering at this place because the value proposition was reasonably hot food served...

Recently I had the opportunity to present a session at NHRD Pune Chapter (https://www.linkedin.com/pulse/nhrd-pune-chapter-presents-workshop-hr-analytics-nhrdn-pune-chapter) As part of a day-long HR Analytics workshop.  Apart from Feedback Consulting, other speakers included...

A colleague of mine who is an astute program manager and business consultant asked me this question recently what is the difference between Stakeholder Management and Stakeholder Engagement and are they interchangeable ? My quick thoughts on this subject. What is Stakeholder...

In a given firm it is safe to say there are multiple change management initiatives running at the same time which vie for the time and attention of key executives some examples of corporate initiatives Sales transformation Value articulation Employee engagement IT Transformation...

A great marketing program especially in the B2B context puts the customer at the heart of the business and is the central tenet of value marketing. Value Based Marketing is about generating products and services which are rooted in the needs of the customer rather than the need of...