Business

Restaurants keep crowds waiting because it makes the place look popular. I’ve seen this at play. Rameshwaram Cafe is doing the same thing. Or so I thought. But after visiting the newly opened Rameshwaram Cafe in Bommasandra, I changed my perception. Let me start with what confused me first. Rameshwaram Cafe has the staff, the tech, and the systems to move orders fast. But they don't and this is true even at 5 AM, when there's barely anyone inside. Other South Indian restauran

What if you could just... ask? Just open WhatsApp and type - "I left my charger at the office, can you get it?" and someone would do that for you? In CX, we talk endlessly about reducing friction. Dunzo, in 2014, had eliminated it entirely. I've spent years studying what makes customers come back, what makes an experience stick and what Dunzo had built, almost accidentally, was the answer. They just didn't have a name for it yet! It should have been called a conversational co