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

If your reviews are split between people who love you and people who hate you, your problem is not your product. It is that you are selling it to the wrong people. Polarised reviews are not a reputation problem. They are a targeting problem wearing a reputation problem's clothes. What that split tells you: Somewhere inside your customer base there are two completely different personas. One of them finds your product obvious, intuitive, exactly what they needed. The other find

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

In a world where customers are more demanding than they ever were, customer experience is key. Welcome to the wild, ever-shifting circus...