Badrinath Dehradun Trip – Oct 2018

Flights:

  • Bangalore – Dehradun: Saturday afternoon. Indigo 6E 911. Leaves BLR around 1PM and reaches DED around 4PM.
  • The return flight for the same leg was way too expensive (Close to Dussehra dates). Hence did DED – DEL (Air India (AI 9610) at around 7AM. A 40 minute flight to DEL.
  • Terminal change. And DEL – BLR by Indigo (6E 2423) at around 1PM.
  • Booked these flights pretty early – about a month in advance  – got decent rates.
Beautiful picturesque Dehradun Airport
Dehradun Airport – Two is a crowd 🙂

Ground transport:

  • The best way to do pilgrimage in this part of the world –  is to take the services of a local cab person.
  • I had gotten the contacts of Mr. Prem from Twitter (@mohithkrishna). Mohith had done a couple of trips with him.
  • Mr. Prem is from Rishikesh, has a well maintained Ertiga, and has been doing these trips in around the Char Dham for the last 22 years!. There is no online booking etc. You call him up. He writes down in his diary.
  • You communicate/remind/confirm using Whatsapp. Since he had seen my DP and I his, on Whatsapp, it was super easy for him to locate us. 

Prem-ji can be reached at — 98971 83145 / 94124 09127

Accommodation:

  • All accommodation was booked with Garhwal Mandal Vikas Nigam Ltd (GMVNL) – through their online portal – gmvnl.in.  Horrible user interface, but hey – online booking + payment works.
  • Note: If you want to book for one night – say Check-in on Oct 5th noon and check out Oct 6th morning – choose Oct 5th and Oct 5th as From and To dates. 😉
  • You will get email confirmations.
  • GMVN is never fancy. Spacious basic bedrooms and relatively clean bathrooms. Government organisation. Best locations guaranteed though. Be prepared for warm good staff but with extreme Government inefficiencies though.
  • Day1 (Saturday night) – Ganga Resort Rishikesh – Newly opened. Very good rooms. Facing the Ganga. Superb views. 
Room with a view – Ganga Resort – Rishikesh
  • Day2 (Sunday night) – Devlok – Badrinath. Closest feasible to the temple – which is still a good km from the temple, through a pretty steep slopey road. But brilliant locations. 360 degree peak views from outside the rooms. 
Neelkanth peak taken at 5AM from near our room.
GMVN Devlok Badrinath
  • Day3 and Day4 (Monday/Tuesday night) – GMVN Rishilok – They have nice rooms and cottages. Fairly central in Rishikesh city. 
(Not my picture. Google images)

Itinerary:

 Day1 (Saturday): 

  • Dehradun airport is closer to Rishikesh airport than Dehradun city. So plan accordingly. Prem-ji met us at the airport and it is about a 40 minute drive of really good paved road to Rishikesh. Reached Ganga resort within an hour. Checked in comfortably. Freshened up. 
  • Left around 5ish to Paramarth Niketan for Gangaji Aarti. Have seen this before and it is one of the best in Rishikesh (second being at Triveni Ghat). 
Paramarth Niketan seen from the ferry
Ganga-ji in all her glory
Lakshman Jhoola beautifully lit up
  • Dinner was at Chotiwala – right next door. Have eaten here. Lots of hype. The food is normal, but clean/consistent. 
  • Night stay at Ganga Resort, Rishikesh.

Day 2 (Sunday):

  • Prem-ji had made it very clear. 12 hours to Badrinath from Rishikesh. So if we start at 430AM, we reach at 430PM. The later we leave, the later we reach Badrinath, and it would suck if we reach late. 
  • We left at 430AM 🙂
  • Brilliant views of the Garhwal Himalayas from the get go. And horrible roads from the beginning as well. 
And it dawns over the Himalayas.
Most of the road is like this. :-0

Dev Prayag – The first of the 5 Prayags that we would encounter on the way and back. Prayag means the confluence of 2 or more rivers. The Ganga river system gets built in these 5 Prayags. At Dev Prayag, The Alaknanda and Bhagirathi join to form what is formally known as Ganga, henceforth. 

Click to see larger size. You can see the steps to bathe in the Prayag.
  • Lunch was had at Srinagar – a sleepy hamlet past Dev Prayag. Brilliant parathas (or perhaps we were just super hungry). 
Super good food at Srinagar.

As we trudge uphill, the Alaknanda is still a fairly large river, meandering, cutting across the Garhwal Himalayas. As you will see in the full post below, the Alaknanda will follow us for most of the journey uphill.

Alaknanda – somewhere between Srinagar and Rudraprayag
  • We skipped Rudraprayag darshan on the way to Badrinath, because that part of the road is a one-way. Prem-ji promised us that we will get a good darshan on the way back. 
  • Next Prayag up was Karnaprayag – where the Pindari Ganga (from the Pindari Glacier) merges with the Alaknanda
Karna Prayag – Pindari Ganga merges with the Alaknanda
  • Next Prayag was Nand Prayag ,where the Nandakini merges with the Alaknanda. Not that great a viewpoint, but you can see the two different rivers merging. 
Nand Prayag – Nandakini merges with the Alaknanda
  • You can spot Chamoli and Bageshwar on the way. These are district headquarters. You can recognize these names from the time when there was the massive flash floods in 2012 – the one which affected Kedarnath. 
Chamoli and Bageshwar
  • Lunch at Pipalkoti. Decent place. Nothing fancy. Stick to Dal and Roti. Do not go fancy in any of these places.
  • Note: If you are from the South and are used to well cooked mashed rice, do not order rice items. Rice is usually cooked very rare here. Almost undercooked. My son had a bit of a minor stomach upset because of this. 
  • The Alaknanda looks reduced in size hereabouts, but you can see the force and the rapids. 
Rapids on Alaknanda
  • As we rise higher and higher, the mountain views are spectacular. 
Beautiful mountainscapes – nearing Joshimath.
  • Next major stop – Joshimath. This is one of the Sankara Maths that Adi Sankaracharya established (in fact, the first one). We visited the Narasimha temple here. This is one of the 108 Divya Desams as sung by ThirumangaiAlwar (where it is refered to as Tiruppirudi). 
Narasimha temple – Joshimath
  • And the highest of the 5 Prayags – Vishnu Prayag – where the Dhauli Ganga merges with the Alaknanda.
VishnuPrayag – Dhauli Ganga merges with the Alaknanda
  • And as we near Badrinath, we start seeing the first snow peaks. 
First snow peaks as we near Badrinath
  • We reached bang on time at 430PM. New found respect for Prem-ji for his estimation skills. But then 21 years – what can you expect. Checked in to Devlok. And then had a darshan of Badri Narayan-ji. 
  • October is almost the end of the season for Badrinath. The temple closes for winter by Diwali (November first week). There was barely any crowd in the temple. 
  • But then, it was cold. Verrryy cold. It was sub-10 degrees celsius in the evening. Dipped down to -3 deg celsius in the night and early morning. Be very prepared with warm clothes. Gloves. Caps. At least two layers of sweaters. 
  • Dinner was at Devlok. Basic roti + dal stuff.

Day 3 (Monday):  After an eventful Day 2, and a great darshan of Badri Vishal, Day 3 was the trudge back to Rishikesh. 

  • Had toast and tea at Devlok – which is the only thing that was available at 730AM. Yep. The same 12 hour rule applies for the return journey too. But then, you are closer to home (Rishikesh) and descended most of the mountains by the time the sun sets.
  • On the way back, we stopped by the Shankar Mutt at Joshimath. There is a cave temple where Thotakacharya (first disciple of Adi Sankara) had meditated. There is also the Spatika Linga that Adi Sankara had installed for the Mutt. Very calm and serene place. 
Shankara Mutt – Joshimath
  • Lunch again was at Pipalkoti. 
  • Prem-ji stopped at various places on the way for quick snacks (samosa etc) and tea.  
  • As promised, Rudraprayag darshan was had on the way back. This is where the river Mandakini merges with Alaknanda. 
Rudra Prayag – Mandakini merges with Alaknanda
  • Night stay at Rishilok, Rishikesh.

Day 4 (Tuesday): We had done Hardwar Rishikesh a couple of times before (when I used to live in Noida long ago). So, this time, we decided to explore Dehradun and surrounding places. We were in for a treat. 

  • Sahasradhara – Sulphur springs (not hot). A small cable car ride and a park for kids. We went up for the view. Cross the small river, and there is a cave with a Shiva Linga, where Dronacharya is supposed to have meditated. Nothing spectacular – except for the Drona cave.
Sahasradhara – near Dehradun.
  • Lunch was at Anandam. Pure veg restaurant. Chats and combo meals were awesome. 
  • Tapkeswar Mahadev temple – this was a golden find. Beautiful Shiva temple. Couple of cave temples too. One of these caves is where Aswathama (Drona’s son) was supposed to have been born. The small Tamasa river flows by serenely. We took a nice break here. Dipped our feet in the river and just enjoyed the beauty. 
Tapkeswar Mandir – Tamasa River
  • Last stop in the Dehradun sight seeing was the Mindrolling Buddhist Monastery. Another golden find. Wow. Brilliant. If you did not tell anyone, folks might be led to believe you went to Thailand or somewhere in SE Asia. 🙂
Mindrolling Buddhist Monastery
Stupa at the Mindrolling Monastery
Prayer wheel at the Mindrolling Monastery
  • Headed back to Rishikesh by around 7ish. Did a quick trip to the Triveni Ghat for one last Ganga-ji darshan. The great river flowing swiftly into the night is something that needs to be experienced.
  • Then on to Rishilok, Rishikesh, in time for dinner / Night stay.

Day 5:

  • Flight was at 7AM. So rise up early morning. Pack up and head to the Dehradun airport. Bid Good bye to Prem-ji. Settle payment. It is amazing how he operates completely out of trust. No advance payments. I had paid a couple of times for Diesel during the trip, and he reduced that amount, collected the balance amount and done.
  • Brief transit at Delhi airport – where we had some food. And then back to Bangalore in the 1PM flight. 
  • Reached Bangalore by 4ish. End of a brilliant trip. 

History/Context for trip: My mother has been wanting to go to Badrinath for quite a long while. Both my father and mother had (and still have) heart ailments and had been advised not to do any sort of trekking or high altitude gimmickry. Badrinath is the only one of the four Char Dham shrines, which does not require you to do any trekking/walking. You can drive all the way up to Badrinath.

We decided to do it as comfortably as feasible ~ given that the parents are in the later part of their sixties. I tweet stormed most of what is there above, but blogging it here for posterity and for a one-stop-notes place. 

Two Controversial PM objectives

(img src – taken by me – Shotang Demo Day)

There are two slightly controversial topics that I hold dear to me, when I think of PM-ing.

(1) Stake holder management – internal and external. I have written about this extensively in the past. Some folks think that it is a project/program managers job. But I don’t. I think it is an integral part of a product managers job. No one knows the bigger picture and the granular details of the product than a PM. Getting every contributor and decision maker in the same page is super critical. Giving this job to a project manager is suicide. Absolutely lack of credibility will kill everything in sight. (I have nothing against project managers, but they are ninjas at managing the project as an entity, and not quite objectives and people).

(2) Data is everything in this new world. But ever so often, there is either too little data, or there is too much data. In both of these cases, it becomes incredibly hard to extricate inferences out of the data, leave alone insights. During these cases, it is the singular responsibility of the PM to work closely with leadership to suggest a solution based on “gut feel”. The extensive involvement of the PM in the multiple facets of developing the product (no one else puts their fingers into so many facets as the PMs) makes the ‘gut feel’ more credible.

Mobile Jewellery Shop – Lalithaa

Disclaimer: Most of what I talk about below – are my observations from Southern parts of India, and might not be applicable to Northern parts, which I am not very familiar with.

Lalithaa Jewellery seems to have introduced a mobile jewellery shop in the form of a modified long chassis bus. I think this is a darned good innovation. There used to be a time when the predominant way of doing jewellery was to go to a jewellers shop, where you discuss patterns, weight, wastage etc, and then the jeweller would custom make it for you.

Some of these jewellers in Tier 1 towns (such as NAC etc), who had access to capital and fast business movement, had ‘some’ ‘readymade’ stuff – things such as small silver tumblers, chains, rings etc – which are mostly impulse buys. In recent times, large box format stores (mostly chains which have large capital) have started making their presence (Malabar, Jos Alukas etc). These stores started off in Tier 1 cities, and now started slowly moving towards Tier 2 towns as well. Accessibility to ‘readymade jewels’ is significantly improved because of this. A ‘trip to the city’ is usually saved.

While accessibility is improved, it is not economical for these large format stores to go to every Tier2 and Tier3 towns. I think this is the market that Lalithaa is targeting. For some context, Lalithaa is one of those hybrid stores, which does some custom jewellery, but has predominantly large inventory of pre-made jewels. This bus looks to be a modified shell with a proper jewellery shop facade, counters, staff etc inside. The bus is now stationed in Theni (a Tier 2 town in the border of TN and Kerala), in a fair ground.

These large box stores do a ton of advertising on main stream cable/satellite TV – whose penetration in India has just exponentially risen in the last decade (next only to telecom). With the brand visibility already present, with the store coming to you, I think it is a novel technique to increase the reach.

Couple of feature-y things that come to mind –

a) Some rough schedule of the bus (perhaps a loop), so that folks in towns know when the next bus would be here next. Maybe even a call center or recorded info about the bus whereabouts.

b) Some form of demand capture – phone perhaps, (and in the long run through learning from data).

If this is successful (or not), I see this as a model that should be tried across other verticals too. Very interesting. #SolveForBharath

Empathy and PMs

http://coachfogs.blogspot.in/

I have been thinking about this word for quite a bit of time these days. Whenever I am talking to folks and describing my definition of being a Product Manager – almost every trait distills down to this one word – Empathy.

Now, let me try and recollect and jot them down here –

  1. Stakeholder management – One of the key traits that I believe a PM should have. The cliche’ phrase of PM being the CEO of a product, imho loosely translates to this. Unless you are empathetic to the various parties (product, tech, marketing, operations, leadership, …), you will not be able to get them on to the same page. You need to empathetic to the tech team as to why they are resisting a decision ~ perhaps this would involve tossing out a lot of code that they just wrote; you need to understand how they feel. You need to be empathetic to the operations team ~ perhaps they are short staffed during a certain time and they cannot handle so many escalations. You need to feel this issue. And so on.
  2. Customer empathy – this is a given. A PM should be the biggest voice of the customer within the company. This might be a bit contrary to the first point, but customer empathy trumps empathy within the teams. You do not care if code needs to be rewritten, or more support staff needs to be hired, but if the customer experience is affected, it is unacceptable.
  3. Strategy Roadmapping  – this is empathy at a different plane. A product leader needs to sense the emotions of the founding/executive team and the investors (if any), to see what would deliver the best RoI for these stakeholders. Too aggressive a roadmap might seem awesome to the investors, but not to the leadership team, but too sluggish a roadmap might make the investors lose confidence. This is extremely important. This is in most cases unspoken and very subtle.
  4. Project Management – lets face it. This is a part of a Product Managers job ~ in varying degrees depending on the org. Good PMs exhibit a bias towards action(shipping) and make a dent here. While strategy/road-mapping is part of steering the ship, project management is choreographing the drum-beat of releases. You cannot do either of these without a deep sense of empathy to the executors.

And for those who are wondering if empathy is a key trait only for PMs, nope, check out Rand Fishkin’s blog where he says –

The best skill I’ve developed and the one that’s served me best as a founder, a CEO, and a marketer is empathy.

I offer coaching/training on PM empathy. If interested, please ping me on gcmouli at gmail.

 

Informational Call for Potential Leadership Hiring

(img src: pixabay)

After a recent (particularly depressing) informational call for a Leadership position, I thought, I would pen down my thoughts on how an ‘optimal’ first conversation should be.

Some disclaimers: They are in no particular order of importance. These are my opinions. Your mileage may vary – but I would love to hear them, if you have one.

  1. If you are the Head HR and if you are going to get one of your junior HR folk to call/schedule/email details, please have a template or review the language. Firstly, don’t call it a HR interview (*gasp* and please don’t let the subject line be “Call Letter for HR Interview”). Secondly, it is not an ‘explanatory’ round. It is ‘exploratory’. I am not blaming the poor junior kid. It is up to leadership to ensure the right template is available.
  2. If this is an informational, please go first and talk about yourself and your company first. Informational does not mean, me going over my bio (while I really don’t have anything against that). I would rather go over some pertinent points if you have any questions (such as – why I left a certain company, or how was the difference in working between company foo1 to foo2 etc).
  3. Please do not ask me, why I am so pumped up and want to work with your company. For starters, I am not, and hence my request for an informational. Truth be told, an acquaintance of mine thought I might fit your requirements and had forwarded my CV to your CEO. So I think, it is more on you to sell your role to me.
  4. Immediately after I have told you how much I made in my previous stint, please do not say – “Oh. We do not believe in paying too much upfront. You have to come in and prove yourself and then we will see.” * Ouch *. Really? For starters, this conversation should ideally be the last thing that I should be speaking. Not in the informational.
  5. If you are evaluation process is — “First we will give you a case study round. If you pass that, then we will get you to speak to our leaders” — sorry, you have already lost me. You do not hire leaders this way. I am all for a case study round. But that is much later (imho).
  6. Make me feel good. Make me want to learn more about the company. How did the founders start this up? Ask me if I know about all this. Share interesting anecdotes. Give me data about how you are doing. About the diversity of people in the company. And the energy. And I can go on.
  7. Tell me about the team. Tell me why you joined the team. How much you enjoy working with this team. (And no, please do not use yourself as an example of how you joined without much of a pay hike, and you had to work hard to prove yourself, and then got really good rewards).
  8. Please be exactly on time. 3-4 minutes late, to me, is not Ok.
  9. If this is a video Skype call, please do not walk around your home/office/home-office. Yes, your wifi will break. Skype will freeze. And no, I do not want to see your home/offi….
  10. Lastly, at least, ask me if I have any questions. I sure did have quite a few. But they remain unanswered, and I probably do not want them answered at this point in time.

Find below a template that I put together, that can be used by HR/Leaders to have a first round informational for a prospective leadership hire.

  1. Say hi, hello. Get to know how the candidate would like to be called. Enquire stability of the internet/phone connection.
  2. Set the agenda.
  3. Talk about the company first. History. Team. Anecdotes. People. Funding.
  4. Talk about the role. Talk about what exists. What you are looking for?
  5. Ask the candidate for what I have enjoyed in my career journey so far, and what excites the candidate. Ask if there is anything special that stands out in the candidates CV.
  6. If the candidate already knows about the role — ask how she thinks she fits in for the role. Else, poise a question to ponder over – to get the candidate to think if she might fit the bill.
  7. Brief the candidate about the interview process and who are the people whom the candidate might be meeting with. Maybe even a bit about the role/position that each of them play.
  8. Give time for asking questions about the company/about the role.
  9. Give an opportunity to the candidate to think about this, and ask if the candidate might want to think about all this/digest and then come back – if she wants one more informational round – perhaps with a senior leader, maybe.
  10. Clearly sign off with a good note. Express that you are looking forward to these series of conversations.

 

I offer coaching/training on Leadership hiring for Senior leaders and HR. If interested, please ping me on gcmouli at gmail.

Food delivery USP

(pic-courtesy: mid-day.com)

We occasionally order through Swiggy and Freshmenu. I order more frequently when the wife and kid are not in town. So far, I have been pretty happy with the quality of food, and of course, I order only from restaurants that I know, through Swiggy.

However, there is one consistent issue with the delivery/logistics. For the majority of times, there has been some leakage or seepage of some gravy or stir-fry, making its way on to every other container. Some times, it is a minor issue, and there has been at least once, where I had returned the food, where the cardboard container of my dosa was soaked in sambar.

Let us dissect this.

Factors that influence this mishap (in no particular order):

  • Packaging. I think this is taken care of by most players well enough. Freshmenu (and bowl company by Swiggy, and other major cloud kitchen players) have apt sized plastic boxes for wet stuff and cardboard boxes for dry stuff. The lids are pretty tight too. Have not faced issues there either. The restaurants that I order from, in swiggy, take care of this, as well.
  • Form-factor of the packaging and stackability. I think this is taken care of, as well. Most of these packages are standard sizes and neatly stackable.
  • The big bags of the delivery folks. The bag is a large box-ish bag with fairly solid sides. The guys stack the packages nicely as well. (So, I think, the process is not flawed).
  • The carrying of the bags. I think, this is where the problem begins. The boys sling the bag over their shoulder, rest the bag on the seats of their bikes and hit the road. I think during this time, the nicely stacked packages tilt. And hence seep and leak.

Potential solution:

While I am not an expert in logistics, let me propose a solution – the Dominos Delivery Box. This solution is not an original solution. I think, the Dominos guys solved this to an extent. The boxes are screwed on to the bikes. The pizzas and the other items are placed/stacked inside the box. So, other than the tilt of the bikes, during the traffic, there is no real tilting. I think this can also be reduced significantly by good packaging techniques and/or auto-balancing bases on the boxes.

As for the container of the food, the cloud kitchen guys have an advantage. As for the rest of the food delivery folks, my disclaimer (if you recall) was that, I order only from restaurants that pack well. If the food delivery guys want to nail the experience in the larger scale, Swiggy/Runnr/UberEats need to take packaging into their control. While I agree that it is a hard problem to solve, it would be the best damn experience. If I can order bisi bele bath from the local darshini, and the food still comes in a nice plastic leak proof tray – that is bliss. (For comparison data sakes, currently the darshini just plonks the food into an aluminium cover and heat-seals it.

An added feature that can be slapped on to this box, is a thermostat, and a feedback controlled heater – to maintain the food hot. There can be other IoT stuff instrumented into this box too – weight/temperature/time logging and tracking etc.

Food-tech/delivery guys – you listening? Now that the food delivery war is heating up (Swiggy vs Runnr vs UberEats vs Cloud Kitchen guys), it is all about USP. I think this might just be the two things. Food packed in clean containers (with no leakage/seepage) at the right temperature. Hmm. Yumm.

The need for labs …

(img source: https://www.pinterest.com/pin/89157267601160497/)

It is becoming increasingly evident that companies should be establishing labs inside their entities, for exploring new deep tech independently.

  • The labs should have the autonomy to go far-out into futuristic new deep tech without having to worry about current limitations.
  • The research function should be independent and should encourage creativity.
  • To a large extent the labs work should not have time pressures.
  • Productising these research ideas would be the key to differentiating the companies offerings in this hyper-competitive space.
  • These labs should not be led by architects or EMs. They should be led by people who have experience in doing research, preferably PhD.
  • Research rigour is important.

Some companies have been doing this for a very long time – Mercedes, Airbus, Sabre etc. Ixigo Kitchen Sink is a classic example from a few years ago. I am hearing of more newer companies starting to do this – Amadeus Labs, Rivigo labs etc.

It would be refreshing to see this happening in all the unicorns. For instance, I would imagine Swiggy would benefit immensely — so much funky stuff can be done on IoT, route planning, kitchen optimization etc. Similarly Go-MMT does a lot of research along with the day-to-day work. I believe that this is not the right approach. You should separate these two out – for best optimality. Else, engineers and PMs are permanently at a conundrum to see which is more important – long term research drivers or short term revenue drivers.

What do you guys think?

Small data

We keep hearing about Big data everywhere – sometimes in places where we do not even expect to here it. I was listening to the latest Trailblazers podcast from Walter Isaacson, and he just casually dropped this nugget.

Small data is the capturing of the small, subtle nuances of a customer. A lot of times, these small seemingly insignificant subtle pieces of information lead to huge product insights.

While extracting big data, and distilling data out of it is important – it is still generalisation. It is amortised data. It is a collective. It is very important for PMs to observe customers at close quarters on a regular basis.

In my three years of observation, being a product leader, I have seen that insights distilled from big data, can only result in incremental improvements.

To get 10X improvements, we need to observe and incorporate these behavioural, often times visual, subtle insights. These are few in number – viz small data.

Chief Customer Experience Officer

img src: seriousstartups.com

Follow-up to a mini post on a very pleasant customer experience with Bigbasket. I strongly feel that, any company which is interacting with customers on a regular basis, should have a Chief Customer Experience Officer.

Penning down some thoughts on the same below.

  • I did think for a little while, that this should be a major responsibility of the product leader, but on hind-sight, I do not think so. It is a large responsibility on the product leader to think about the customer and evolve the products/services of the company towards that, but there is much more that the product leader does.
  • I strongly believe that, a role focussed solely on the customer is much more beneficial than, it being part of the role, of another executive. It demands and deserves a separate role.
  • The CCXO (sure, it is a four letter acronym, and overlaps the generic CXO, but this is purely hypothetical) should have far ranging powers that span cross-functional domains.
  • The CCXO should be comfortable with tech, marketing, business, field, operations, and most importantly with the consumer landscape.
  • The CCXO should be the person who knows the most about consumer environment, pain points, and behavior.
  • The out reach of the CCXO evolves over time, because the environment, pain points, and behavior evolve over time.
  • The CCXO should have be the voice of the customer and be emboldened enough to argue against any/every other function in the company and fight for them.
  • The CCXO and Product Head should work very closely in planning out current features and future roadmap.
  • CCXO should have his/her own data sets and inferring mechanisms to make sense of the customer base, and impacts being made.
  • CCXO should also work closely with customer support and ensure delight and redressal happens without fuss. Processes and exception mechanisms, and empowerment of the team are important here.
  • End of the day, the CCXO is charged with creating beautiful customer experiences that are worth remembering.

Big Basket – Morning Cheer

img src: livemint

Is Big Basket doing any form of soft skill training to its delivery staff, or was my today morning delivery an exception?  The delivery person smiled a cheerful smile and said Good Morning.

Came in. Stacked the 9 items that I had ordered neatly on the floor. Read it out. Checked it. Collected the cash. Smiled.

And said, “Thank you. I hope you have a great day Sir.”, again with a very genuine smile. 

Wow. That sealed it. It goes to show how such a simple upgrade to the mundane delivery process, can affect the customer, in a good way.  Good going Big Basket. I hope you are doing this as a process.

How many of you would agree that, this should be the differentiator for such experiences?