Customer First

Connects the Customer First Mindset to 13 core principles for daily practice offering a hands-on approach to various customer experience challenges.

How often have you complained about poor customer experience at a hotel, an airport, with your telecom operator or even with your neighborhood grocery store? Our guess is more often than you would like. 


From the biggest global technology companies to the most customer-friendly brands, there are aspects to customer experience that go amiss despite large budgets or industry best practices. Through 13 relatable stories from Indian businesses, Customer First highlights lapses in customer experience efforts and how these issues were tackled or could have been successfully tackled.

List of Abbreviations

Foreword by Aslam Karmali

Foreword by Dr Monica Khanna

Preface

Acknowledgements

Better Together: The ‘Team’ in Teamwork Theme: Collaborative and Cohesive Approach

Mindset Myopia: Missing the Wood for the Trees Theme: Outside-In and Empathetic Approach

Put the Cart before the Horse: Employee Engagement for Better Customer Engagement Theme: Empowerment Mindset

Secret Sauce: Cook Up Lasting Success through Value Creation Theme: Value-driven approach

Turn Adversity into Opportunity: Walk in Your Customers’ Shoes Theme: Responsive Approach

More Bang for Your Buck: Customer Experience Drives Economic Value Theme: Proactive Approach

Close the Gap: Bridging the ‘Physical–Digital’ Divide Theme: Contemporary Approach

Fast and Furious: Keep Pace with the Customer Theme: Agile and Flexible Approach

Omnipresent: Service Ties That Bind Theme: Integrated and Holistic Approach

Customer Experience Is Everybody’s Business Theme: Ownership Mindset

Through Thick and Thin: The Subtle Power of Strong Relationships Theme: Commitment Mindset

Change Is the Only Constant: Lead It Theme: Constantly Evolving Mindset

Future-proofing and Unlocking Value: Twin Imperatives Theme: Solution-Focused Approach