Customer Experience Is in the Air: Why Customers Feel Your Brand Before They Judge It
Customer service is in the air. It is felt in the welcome, the smile, and the gestures that people extend without thinking too much about them. It flows through tone, voice, and interpersonal behaviour—the small intangibles that quietly influence how customers feel. Customer experience is not always visible. It exists on both visible and invisible […]
CORONA = ANOROC: Leadership Lessons Businesses Still Need
A Leadership Framework That Still Matters Corona was not just a health crisis. It was a leadership test. Even years later, businesses continue to operate in an environment shaped by its impact— uncertainty, rapid change, disrupted markets, cautious customers, fragile ecosystems and constant pressure to adapt. While the crisis phase is behind us, the lessons […]
Why Businesses Must Think of Their Customer’s Customer
“Think of your customer’s customer.” This is not a new idea. Organisations with strong marketing practices have always believed in it. What has changed today is the context in which this thinking must be applied. Today, businesses can no longer afford to look only at their direct customers. To stay relevant and grow sustainably, they […]
One Eye on Competition: Smarter Ways to Grow in a Competitive Market
Is competition good or bad? This is a fairly routine question discussed in management classrooms and training programs. The usual response highlights the positives. Competition benefits customers, avoids complacency, encourages innovation, improves quality, creates checks and balances in the market, and keeps organisations alert. All of this is true. But anyone who has spent time […]
Low-Cost Offline Marketing Ideas That Still Work for Businesses
Peter Drucker, the great management thinker, once said, “Marketing and innovation are two sides of the same coin.”Today, that coin needs polishing more than ever. Marketing has always been about getting the best return for every rupee spent. But in reality, most businesses now face tighter budgets and higher expectations. The challenge is no longer […]
Low-Cost Marketing Ideas That Actually Work for Small Businesses
“When extraordinary events overtake us, it is time to do ordinary things extraordinarily well.” – Subroto Bagchi (The Elephant Catchers) This line perfectly captures how marketing should be approached even today. Marketing has changed. Not because tools have changed, but because customer attention has changed. Today, we no longer talk about digital marketing as a […]
Data Is Your Chlorophyll: How Businesses Can Use Customer Data to Grow Faster
For many years, it was fashionable to say “Data is the new oil.” But today, oil is just another commodity. Its value fluctuates, markets change, and supply is uncertain. So maybe it’s time for a better metaphor, think of chlorophyll. Chlorophyll is what gives plants their green colour and enables photosynthesis. On its own, it […]