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Management lessons in leadership from the US Presidential elections

We all know that for an inquisitive mind, leadership lessons can be learnt from anyone and in the most unlikely of circumstances. But today, I want to be predictable and reflect on the US Presidential election, a spectacle that the world has been watching for the last few days. It had two diametrically opposite characters …

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Retailers need to re-invent and rebuild their business in real-time

In early May 2020, when I spoke to the owners of one of the biggest fashion brands in the country, they were despondent. Lockdown after lockdown over a four-month period has brought the Retail business to its knees. Large format stores, Large national brands, niche players, regional brands have seen sales collapse by 90%. Whenever, …

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Marketing Experience(MX)- The next competitive battleground for brands

Today, all products are conversations. Be it product-driven brands or service-driven brands, they are more and more differentiated by their experiences. Companies or brands that deliver memorable experiences to customers keep gaining market share and improve stickiness with their customers. When companies want to improve their CX scores, marketing experience scores play a pivotal role …

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Don’t be delusional about disruptions, they are here to stay.

Management teams across businesses and industries are furiously having online meetings, discussions and brainstorming sessions. Since customers have deserted them or rather, they have been forced into isolation, there is not much happening on the business front. Some of the key comments that I have picked up – We are all doing scenario planning. What …

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The role of Behavioural Economics in Marketing

I have been a Behavioural Economics enthusiast for a few years now.  I have watched with great curiosity and anticipation the growing interest in Behavioural Economics both at the policy level by governments across the world and the faster adaption undertaken by corporates and marketing folks across the world. The most interesting part for me …

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A lateral approach to a comprehensive data strategy

There is a huge amount of organised government data available for organisations to leverage but how many are doing it? Countries around the world are embarking on significant modernisation of their national statistical systems in the face of rapid technology and socio-economic changes. India is at the cusp of a new digital and socio-economic transformation. …

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10 Customer Experience (CX) Trends in 2020

Digitisation has led to the democratisation of the customer experience like never before. Its impact was already felt in 2019 but going forward it will show a huge delta change. A great experience is not necessarily compared to your category competitors or regular, premium or luxury brands. There is no such categorisation now. Brands and …

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