Author: Mukesh Gupta

Ideas

You are fired Mr. MP!

In the past, conducting an assembly election was a mammothtask, a logistical nightmare. So, it was a practical solution to hold electionsevery 5 years.  This provided a level of stability to the government to take along term view on all important policy decisions without having to worry aboutthe short term impact these decisions could have on the government. However, I think it is time for us to sit back and re-lookat the past and see if this model still works for us or should we re-look atthe term of office for these elected representatives. Some questions that areworth asking are: […]

Customer Engagement

Customer Engagement (delight) at its best

The facebook team of zappos.com posted on their pagethe following post: They got about more than 300 responses to thisquestion. One of the responses was the one below:  They selected this fan, called her and offered herto choose a watch from their collection and they will ship it to her mom forfree. She was totally wowed!!! The team does not stop there. They take herpermission to post their conversation as a video on their facebook page (whichshe gladly agrees to – who wouldn’t in her position ;-)) Now, there are even more people who are wowed by thevideo and here […]

Ideas

Customer Engagement – What if your customers do not engage with you?

There is a lot being said about the customer centricorganizations and how businesses can involve customers at different stages of product/servicedevelopment. There have organizations that have done this verysuccessfully and continue to engage with their customers. I did write about onesuch initiative that FM station RadioOne recently. However, what happens if your customers do notparticipate in these activities? Without their active participation, the entireprogram is designed to fail.  How does one deal with this situation? How would you deal with such a situation? 

Ideas

Caught you!

While driving to my office today morning, I saw avery common sight in Bangalore (and in any city in India). There were 3 trafficcops waiting at a busy T-junction. Now imagine, you are in a hurry to reach your office(or wherever you are going). You see that the signal has changed form Green toYellow and you are right at the turn. You race to cross the signal before thesignal turns red. Alas! The signal wins the race and just turns to Redat the instant you are taking the turn. Bang! The waiting cops pounce on you and slap afine or […]

Ideas

Death of the Car Audio Systems

After a lot of deliberation, I recently bought aSkoda Fabia for myself. As part of the negotiation, the dealer offered to providea Sony Car audio system for free (along with a few other goodies). I was happy withthe deal I got. When I was driving back home, I thought that therewas no need for a car audio system, if it was possible for me to connect myphone to the in-built speaker systems that is a standard fitting for the modelI bought. My mobile has all the songs that I like along with an FM/AM radio tuner. So, for all practical […]