Building Organizations That Scale

Have you heard of the 'King of Murud Janjira'? Nope? According to a Wikipedia entry: Janjira State was a princely state in India during the British Raj, located on the Konkan coast in the present-day Raigad district of Maharashtra. Its rulers were a Sidi dynasty of Arab Abyssinian (Habesha) descent. The state included the towns of Murud …

Service Standards in Public Service

I recently posted a tweet after a visit to the local post office: A visit to the local #postoffice (to pick up a missed courier delivery) will put to rest any doubts you may have on how the #public #service machinery operates in #India in the year 2018! I had purposely worded it in a …

CX vs Hyper Customization

Intuitively, we believe that all customers expect personalization and customization in the products or services they buy. Marketers are told they need to be more 'relevant' to the target consumer. Product Managers are taught to map out customer needs, and then address those needs through the products they design. Business folks understand that the revenue …

Richard Branson: Two Gems

The typical commute in Mumbai is harsh, to say the least. And, listening to insightful podcasts is a great way to make the most of your drive time. One such talk I really enjoyed was a conversation with Richard Branson, founder of the international conglomerate the Virgin Group. Stephen J. Dubner of Freakonomics fame, spoke with Branson …

Fostering Innovation

We spend most of our lives in an “operational” world - one that is defined by rules, routines and rationality. But Innovation requires a different skillset that includes connection making, curiosity and experimentation. So, how does one go about building a culture that fosters these values? This week, I had the privilege of attending a …