Customer Experience

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

I've worked across Fintech, Healthcare, HR Tech and SaaS. A poorly handled customer query costs you differently in every single one. They all underestimate the emotional weight of the problem they're solving. The fundamentals of great CX never change, regardless of where you are: - Clear communication - Predictable response times - Fair resolutions - Keeping your word - Consistency - across product, operations, communications, and support Simple in theory. Brutally hard in pr

Team A doubles their customer base in 12 months. They celebrate. Hires more sales reps. Team B doubles their customer base in 12 months. Then asks - can our experience handle this? One of these teams will be fighting churn in Q3. You already know which one. Here's what ends up getting skipped in all the celebrations: Growth exposes you. Every crack in your process, every gap in your handoff, every promise your sales team made that your ops team can't keep - scale just makes i

The customer who never complains is the one you are about to lose. Anger is manageable. It shows up, makes noise, gets escalated, gets resolved. Someone closes the ticket and calls it a win. The expensive emotions don't make noise. Confusion. Embarrassment. That anxiety of not knowing if you're doing it right. The slow loss of control mid-transaction that makes someone close the tab and never come back. These don't generate complaints. They generate silence and silence, in a