Customer Journey mapping is a great technique to understand every single touch point your customers have with your organization and provides you opportunities to innovate around these touch points and delight your customers. The entire concept is nicely explained in theory and a case study. Enjoy!
I am one of the many people who dread the thought of going to Big Bazaar for shopping but do so due to other social compulsions. The reason I dread going there for shopping is the time it takes to check out once you have completed your shopping. There have been instances when it has taken me more than 60 minutes to check out. There have been times when I’ve dropped the articles I had selected after seing the que at the check-out counter and left for home as I thought it is not worth standing in a que for […]
In January this year, in my blog post titled “Why is Facebook planning to go public now?”, I had predicted that all is not well with facebook and that is the reason for the timing of the IPO. I was way off mark in the speed that I thought things would pan out, only goes on to point out that the pace of change around us is astounding to say the least. Already, there are predictions being made that Facebook could die. I think it is a bit pre-mature to predict their death. They still have the people who could […]
The proliferation of travel booking sites like (travelocity, expedia, makemytrip, cleartrip, Yatra, etc) have reduced the airline industry to an industry competing purely on price and this is telling on the profitability of the industry. This so happens as price is the easiest way to compare multiple airlines. That coupled with the fact that most of the ticket bookings happen on these sites provides them with too much influence over the airline carriers and sets off the negative spiral of lower and lower prices for sectors. Result is that almost all the players in the industry are in the red. The airlines […]
I have attended many large conferences, where there are 1000’s of attendees who participate. In my opinion, the reasons why someone would like to attend a conference could be: They seek information which can help them decide on a decision that they are currently deliberating. They want to network with others in the community. They want to network with key executives of the organizers so that they can finalize a deal or similar. Some combination of the above. Now, the questions to ask are the following: Which of the above is the main reason for the organizers to organize the […]
