Thursday, 25 July 2013
Thursday, 26 January 2012
Sunday, 4 December 2011
Tuesday, 8 February 2011
Over the last year, I've been thinking on and off about how to save crafts in India from dying out. Interestingly, Subir Dutta, CEO of Apoorv.com, startled me a couple of days ago by saying that 23+ million people hand-making things from India, and that the overall market is Rs. 10,000 crores, largely for export (does this include handloom textiles ?) So what is the issue ?
Thursday, 2 December 2010
The last few days have been spent at IFFI, the International Film Festival of India. The poor experience started with the atrocious website. The next interaction was the various communications on the public domain. The real clincher was the horrible process of getting the delegate cards.
My idea is that there is a space for a firm focused on the overall customer experience. This would cover not only things like web site, general communication design, but also have wings with expertise in process design (think TQM, Lamm and Six Sigma), and in customer service.
The overall premise is to focus on the overall customer experience across all aspects, not just the traditional areas that designers do.
Another example is inter city bus travel. Opportunities for improvement abound.
Questions: Who in the company is this sold to? And what is the pricing model?
At first glance, one would expect event management companies to have a great deal of expertise in this area. But I would say that most do not see what they do in this light.
Monday, 27 September 2010
Saturday, 25 September 2010
We have all had banks and various utilities trying hard to get us to give up paper statements and opt for e-statements. I, for one, have resisted switching to e-statements. Since its obviously greener, I have been thinking hard as to why I am reluctant, and what will it take to make me switch.