At the end of the day.. 99% goes to Charity

Yes, at the end of the day, the bottom line is, the crux of the matter is, in conclusion, these are very important phrases. These signify what the objective was of any action or what the action is expected to achieve or will achieve.

All of us are working day and night in pursuit of something. It is a different matter that most of us do not know this pursuit, but for those who know they say they are doing it for success – monetary, social or personal. To become rich or socially prominent or having a sense of achievement.  We all know Maslow’s hierarchy of needs...... Continue Reading...

‘Not For Profit’ ways are the NEW Marketing

I was early for the meeting the other day so I opted to spend time at Starbucks Store. With the Kindle app installed in my mobile, I read the ebook for an hour. Neither anyone asked me what I would buy to justify my occupying their chair there, nor there was any compulsion to buy anything. Like me, I was not alone, there were a few more like me completely engrossed in their mobile phones. Continue Reading....

5th Idiot – A very quick survey

A very quick survey: 

1) Are you happy with what you are doing to earn money? 

2) Do you have a dream which you want to pursue but life’s other priorities have taken over your time? 

3) Read More...

Product & Service is dead

If an enterprise wants to fulfil the customers need with ease and delight, enterprises should know what the need is, what will add to ease while fulfilling the need and what will be icing on the cake i.e. delight.

Customers take a journey to fulfil his need. For example, if we look at the journey of a home buyer;

1) First, he will look for the project, either in the newspaper or on the website.

2) Then he will call the company or call center,

Read More...

People to Profit Roadmap

Customer Reviews are a new currency which is solely dependent on customer experience an enterprise is creating. But customer experience depends on what? Well, first and foremost it is the job of CEO and then it is taken over by the people. People working for the organisation  are the brand ambassadors.

Every employee over and above their JD, does the brand building for the enterprise she is working for. The Brand building includes brand destroying. People are the only living being working for the organisation. Rest all are created by the people as it can’t happen automatically. Continue reading...

Common insight from Rajkumar Hirani & Kabir Khan

MAMI, film festival, which was in a financial crunch last year is now finally on a strong footing now with sponsors like Reliance Jio and Star TV. Mumbai, the heart of Indian film industry facing financial crunch was a matter of shame for the city. Mumbai even does not have a Bollywood museum for visitors of the city to know the rich heritage of India Hindi movies.

However, the festival is a very good event and not to be missed event for Movie lovers and everyone associated with the art of movie making. Read more....

The new currency & the new gold reserve in the Sharing Economy

A new survey reveals:

Customer experience will overtake the product and pricing as a key brand differentiator. ( I am not saying so to promote my book on Customer Experience in times of social media “The Bread is moving”. Check the source of the survey here.)

Many enterprises are either not yet aware about the customer experience or they have other priorities than working on to create a customer experience focused organisation.

But a few statistics will awake the decision makers and people responsible for P & L A/C. Read more...

Brand, Real Estate Developers and NASSCOM

What a real estate developer wants?

1. Deals – Land, Redevelopment, Joint Venture, Joint Development
2. Money – Institutional/Bank Debt, Public Equity, Private Debt, Private Equity
3. Customers – Buy, Leases

What is the single most important thing which will bring all the three to a developer? Read More

What Prime Minister Narendra Modi is doing & every entrepreneur should do?

“The World Bank and the Centre are working on expanding the coverage to include an analysis on 344 parameters as part of the Business Reform Action Plan for 2016.”

Times of India – 15th Oct 2015

Each state will be measured on ease of doing business on a 344 parameters. 344 is a whopping number. If there are 344 parameters which influence ease of doing business, imagine how difficult it is for the business to do business. Because even 10% parameters not made easy, ease of doing business goes for a toss.

First and foremost, this 344 number is mind boggling. Imagine if our fitness is measured on the basis of 100 parameters, becoming fit becomes a Herculean task.

But the detailing is good so as to not miss out on any parameters. I am sure they must have a grading and a weightage system, to give adequate importance to the major parameters. 

This brings us to look inward, which we seldom look. What is the ease of doing business scorecard of your own company for your customers? This is very important.

Ease = More Business. Ease = Quick Business. Continue Reading...

How to avoid Financial & Social Bankruptcy?

A few years ago, one of our clients approached us to help them in raising finance for their packaging unit. Two entrepreneurs, well one entrepreneur and one technocrat. The entrepreneur was riding on the passion of the technocrat. (Technocrat’s blind passion is many a time reasons for business failure).

They had identified machine from Germany to manufacture packaging items for the food industry. Technocrat was extremely passionate about the capacity and quality of output of the machine. They were confident about sweeping the packaging market with the first of its kind machine imported in India. 

Read rest..

One suicide, one tweet and ease of doing business

Real estate developers in Mumbai are facing the real crisis. Most of the developers are under heavy debt. Project approval delays are well-known. With some 28 plus approvals from various Govt. authorities, one can imagine the time it takes and money involved.

On top of this sluggish market since last few years and heavy overheads. It is survival at stakes situation for many of the small and mid-size developers. When the market can’t absorb the cost and cost is high, the company fails. Here it is a question of an entire industry. We have seen suicide by a well-known developer in Thane yesterday – courtesy; extraordinary delay in Govt. approvals and heavy debt. Read  more...

The single most reason why financial literacy is must for every entrepreneur

Mr. X, who was once a very dynamic entrepreneur engaged in the pharmaceutical business, is now under depression for many years. Family expenses and cost of two daughters' education was borne by other close family members. His wife was doing some domestic work till both daughters completed their studies. Marriage of both the daughters was solemnised with the help of close family members. This is a real life story. Read More...

WHY better customer experience alone is not enough?

You are a potential customer and looking for a holiday resort company, a hospital, an insurance company and a bank to avail their services. You visited the online review of the companies. This is what you get for all the three companies.

Few of the top ten reviews: Read More...

Business Critical ebook free till 2nd Oct 2015

Happy to inform my new book The Bread is Moving released on Kindle on 27 Sep 2015 will be available for free till 30th Sep 2015.

Praise for the book: 

"The book is written in a simple to read and ready to execute format. I am sure, you will enjoy reading this book. And without wasting any time, you will start designing your organisations CX." 

Govind Shrikhande, Customer Care Associate & Managing Director, Shoppers Stop Limited 

"This book is very apt and timely for Indian market. Especially for hospitals, customer experience is critical and the book tells almost A to Z of it.” 

Joy Chakraborty, COO, Hinduja Hospital 

"I am impressed with how simply Sunil Gandhi has explained one of the most important aspects of Customer Experience (CX). Citing Indian examples he drives home the point very clearly and I am sure readers will be able to embark on a CX improvement journey right way." 

Manan Choksi, Director, RE/MAX Gujarat, Director

Here is the link... Click here

Two business critical data mostly unknown

“The purpose of business is to create and keep a customer.”

― Peter F. Drucker

Therefore, acquiring customers & keeping them are the key functions of the business. What Peter Drucker had said is profound and if we break the sentence into two, we get to know the real areas of focus on:

• Do something for which we get a customer
• Do something for which we can keep the acquired customer Read More..