What your customers will never tell you!

The Internet has a fundamental problem. You don’t get to meet your customers. They only call you or write in. And when they do so, they only share what they have been through. What they will never share, is how they feel! Experience is factual. Can be described,...

What next?

What next is an extremely easy question to answer when you are starting up. There are problems to solve, growth to be achieved, paths to be discovered and segments to be scaled. It’s the hardest question when you are big. Replace starting up and big with...

“I Understand” doesnt work

Its the most fucked up statement in the world. Doesnt mean anything and clearly doesnt show any intent. Whosoever says “I understand” most likely doesnt. Else he wont be saying this in the first place!

What drives cynicism in customers?

On any given day, I receive 30-50 emails from customers. I would bucket them in 3 categories – positive feedback (about things that are right or wrong with crazeal – these emails basically help us improve), enquiries (please tell me how to) and complaints...

Experience doesn’t make you ask different questions

I met a good friend after ages yesterday. Clearly one of the smartest, sharpest and passionate guys I know. He runs a fascinating company called Akosha and we caught up for the same. He had questions on how to grow, how to manage people, how to balance growth and...