Built to last: Five lessons from the IBS journey
Aravind Ramachandran

Built to last: Five lessons from the IBS journey

40% of businesses in this room, unfortunately, will not exist in a meaningful way in 10 years John Chambers, Chairman, Cisco This grim prediction was made two years ago before a 25,000 strong audience. Chambers blamed ineffective digitization efforts, but statistics surrounding corporate longevity isn't generally compelling. The United States, an icon of capitalism for the world, scores a net negative when it comes to business survival – around 400,000 new businesses start every year and 470,000 close down as per small business information resource Success Harbor .  This doesn't mean...
Read More
Cascading rewards: Reinforce customer loyalty, boost revenue
Aravind Ramachandran

Cascading rewards: Reinforce customer loyalty, boost revenue

Forget the mistake, but remember the lesson.  Sometimes, a brilliant idea goes to waste, or becomes pure evil, when used for the wrong purposes. However, the magic of human resilience lies in the fact that we are able to pick up positive lessons from even the worst of situations and apply them for effecting a positive change. Blue whale – a shady mobile app game which gives you 50 adverse tasks to complete, eventually driving you to depression and possibly suicide – has been grabbing headlines recently and it is all predictably for the wrong reasons. Let's be clear: the game is illegal in...
Read More
Hotel-rooms-to-order-modular-units-for-customer-service
Aravind Ramachandran

Hotel rooms to order: Modular units for customized service

​ What does a traveler need in his/her hotel room? That's a hopelessly vague question! The answer depends on the objective of the trip – personal, business or social – as well as how much of the trip is to be spent in the hotel room, and several other factors. And when a hospitality services provider doesn't know what a customer needs, what can be done to ensure customer satisfaction? How can inventory be managed effectively? Typically, we try to figure it out from historic behavior. That brings us to predictive data analytics, which happens to be a pet favorite approach of mine to many real w...
Read More
Instant-feedback-challenge-and-opportunity_COVER
Aravind Ramachandran

Instant social feedback: Opportunity and challenge in customer service

Once upon a time, there was a fictional hotel CEO who had three big worries: Even happy customers rated the hotels in her chain as "average" or "good", but never "Excellent " or "Outstanding" no matter how hard they tried While she knew overall satisfaction levels, she had no visibility into what specific areas of the chain's services pleased the customer and what did not Unhappy customers would very often go ballistic on social media and ruin the reputation of her hotel chain  T hat 'time' is right now, and that CEO could represent a large number of people in the industry who seek t...
Read More
Smart-bags-and-tags-are-they-smart-enough-COVER
Aravind Ramachandran

Smart bags and tags: Are they smart enough?

Anyone who has lost a bag on a flight will tell you it starts off as a terrible inconvenience and often ends up as a costly experience. Airline companies typically apply the same scale of compensation for a bag irrespective of the nature and monetary or sentimental value of its contents. Claims are made based on the weight of what was lost, and comes with a large number of conditions attached to decide eligibility. In other words, it doesn't really make a difference to an airline company what was in the lost baggage, just like it doesn't matter to a passenger how exactly his/her bag was lost. ...
Read More