Your customers are lying to you. They don't even know they're doing it. They ask for a feature. What they mean is "make my pain go away." They ask for a discount. What they mean is "I don't feel like this is worth it." They ask for a policy change. What they mean is "something in this experience broke my trust." Most companies fulfill the request. The best companies decode the intent underneath it. The average businesses and great ones split by their ability to decode custome

In 2009, Domino's was the fastest pizza company in the world and customers hated the pizza. In their own taste tests, people rated identical pizza lower the moment they were told it came from Domino's. The brand itself had become a flavor and it tasted like punishment. Most companies bury feedback like that. You rework the recipe, keep the cameras off, and hope nobody remembers how bad it got. Admitting the product is broken feels like handing customers a reason to leave. Dom

We've been solving the wrong problem in customer experience for decades. Customers said they hated waiting. So we took their word for it. We threw technology at the wait time. Self-help. Automated responses. Chatbots. Then AI arrived and gave us exactly what we thought customers wanted instant everything, and customers still asked for a human. Were customers being dishonest? Well, not really. What customers actually hated waiting for was not resolution, but reassurance. The a

13 MILLION SELLERS in 2021. ₹0 STARTING CAPITAL. How Two IIT Graduates Built a Business Model So Hard to Copy, Shopsy by Flipkart Failed Trying. In 2015, Amazon and Flipkart were at war for urban India. But these two IIT graduates, Vidit Aatrey and Sanjeev Barnwal went the other direction. They went to the housewife in Nagpur reselling sarees on WhatsApp. The boutique owner in Surat with no supply chain access. The first-generation entrepreneur in Patna who wanted to start a

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

We redesigned a paediatric clinic by looking at everything from 3 to 4 feet off the ground. That is what a child sees. Not what the parent sees. Not what the doctor sees. The smell was the first thing we changed. Clinics smell like stress. You walk in and your shoulders go up. That is true for adults. For a child, it is worse, they do not have the vocabulary for it yet, but the body remembers. The layout followed. Adults notice the reception desk first. Children notice the fl

2002 Nobel prize laureate Daniel Kahneman said "For some of our most important beliefs we have no evidence at all, except that people we love and trust hold these beliefs. Considering how little we know, the confidence we have in our beliefs is preposterous - and it is also essential." And then I thought about NPS. And I laughed. Then felt sad. It was hilarious and all too real at the same time. Nobody woke up one day and decided CSAT and NPS were the twin pillars of customer

Why Return on Experience Beats Return on Investment

Range is underrated. Breadth of experience changes everything.

Ugh, this again. Another Monday where I promise myself "this is the week I get fit" for the 47th time. Why is this so difficult? I've got...

Simple way to understand the difference between Customer Experience (CX) and Customer Service (CS)

In today's world, happy customers aren't just a nice-to-have, they're a MUST-HAVE. Net Promoter Score (NPS) is a secret weapon for...