A dear friend of mine recently spoke of how, while making an impulse purchase for a lipstick at an airport, she ended up having a fascinating conversation with a male counter sales guy, who seemed to be a lipstick connoisseur with a massive collection of his own. She noted how he had great insight into … Continue reading Cosmetic counter sales staff: a counter view
Tag: customer service
How to be a valuable non-tech co-founder
This article is the thirteenth in the Startup Series on FirstPost’s Tech2 section and first appeared on April the 3rd, 2017. The excessive media focus on techies as startup founders often makes non-techies doubt their ability to found and build a startup and create value. Many non-tech persons I meet believe that they won’t get … Continue reading How to be a valuable non-tech co-founder
On fancy job titles
This article is the fourth in the Startup Series on FirstPost’s Tech2 section and first appeared on Oct the 19th, 2016. In one of my corporate venturing roles with a large Indian conglomerate, I served as the country manager of a European country. That was also the job title on my card and in my … Continue reading On fancy job titles
Authenticity and Vedic wisdom for luxury brands
Alicia Keys, the talented musician and singer, was in the news recently for having chosen decidedly to eschew makeup. In a monograph in a newsletter, she said she feels no need to cover up any more. She talked about her journey to self discovery and finding her authentic self which did not need to be … Continue reading Authenticity and Vedic wisdom for luxury brands
Luxury watches and tech: who is driving whom?
Luxury products, it seems, are being trampled over by technology-enabled products enticing luxury customers. Apple created its own version of ceramic enforced gold. The real number of the Apple watches in gold casing shipped remains a mystery although an estimated total of 10M pieces are expected to have shipped by the end of 2015. Apple … Continue reading Luxury watches and tech: who is driving whom?
Four For Friday (31)
This week's links on design-thinking and design come right after I shared some observations made on a recent trip to India. Apple is giving design a bad name, writes Don Norman, who established the User Experience Architect's Office later becoming Vice President of Apple's Advanced Technology Group. His co author is Bruce Tognazzini, a usability … Continue reading Four For Friday (31)
Design stories from recent travels in India
This post has no photos. None that I took anyway. Because taking photos is hard, while we navigate badly designed situations. When we don't understand or care about customer experience. My flight on the world's favourite airline ran out of disembarkation and customs declaration forms for India. For now, I shall refrain from commenting on … Continue reading Design stories from recent travels in India
Four For Friday (30)
This series took two weeks off due to urgent travels, but we are back now. This week's readings discuss Purpose and Meaning. Fast Company interviewed several entrepreneurs who believe they have created businesses that mean something to their customers. These are not just stories about underserved consumers; these are stories about people who could not … Continue reading Four For Friday (30)
Four For Friday (29)
The luxury sector is negotiating the tight rope between its traditional exclusivity and the open-all-hours, democratising nature of the web. It is a fascinating space to watch as new ways of enticing and engaging with the customer emerge. This long Luxury Society piece explores the emerging influencers and how brands are finding their feet in … Continue reading Four For Friday (29)
Four For Friday (27)
This was a week of critical reading of articles discussing the nature of work, the workplace and the worker. The customer should be the centre piece in any discussions about the workplace. That does not seem to be the case. We must redefine employment and work, argues Andrei Hagiu in this op-ed. His piece frames … Continue reading Four For Friday (27)
