Streets, Roads, Stroads and Leadership Effectiveness

I was listening to a podcast episode on 99% Invisible hosted by the inimitable Roman Mars and they were talking about Stroads, which piqued my curiousity. So, today, we will explore this topic but from a leadership lens. Before we go ahead, I think it makes sense for us to define each one of these terms and what it means. Roads: A road is defined as a medium to move vehicles (cars, trucks, etc) from one point to another as quickly as possible. By this definition, all your highways and express ways are all roads. Streets: Street is a medium […]

Should We Listen to our Customers?

In an insightful post, the strategy guru Roger Martin talks about the different facets of customer feedback, from a product development perspective. You can read his entire post here. If you are a product manager or in any way responsible for collecting customer feedback, I would highly recommend that you read his entire post first. He explores this question from the lens of the context within which the customers are requested for feedback, which brings a very interesting perspective to the topic. He takes a topic that is very divisive and thought of as “binary” by most people (customers know […]

Customer Service

I watched this short film titled “Customer Service” and was left with the following thoughts: 1> How nice would it be if all customer service departments function this way 2> How nice would it be if all customers were kinder to the customer service representatives. It also reminded me of a post that i had written a while back. You can find it here. Watch the short film here:  

Great Customer Experience is not Just the Responsibility of the Brands

Yesterday, I went to a unisex salon for a grooming session. I was attended by a young stylist. I started to engage him in a conversation. I asked his name (Sohail) and the place from where he came from (Chandigarh).  I asked him about how long he was in Bangalore, how did he end up here in Bangalore. He said how his uncle had come to Bangalore in search of work and he got him a job at this salon (owned by someone in Delhi). Apart from the salary he was drawing, he also had a paid accommodation provided by […]

Finally a Mixed Reality Tool That Has the Potential to Bring MR in Mainstream Use

  Disney Research recently released a white paper on its experiment with Mixed Reality and Augmented Reality. They address the one challenge that was stopping the widespread adoption of Mixed reality in everyday business scenarios – the requirement that the user wear an expensive device on his self and thereby literally get transported to a different world and it was an isolated experience for this user. They say: We create a solution for multi-user interactions in AR/MR, where a group can share the same augmented environment with any computer generated (CG) asset and interact in a shared story sequence through […]