IT IS QUITE remarkable how in spite of a prolific business environment, customer centricity is still a distant destination for Indian businesses, succumbing consistently to the trap of a manufacturer's bias. Which is exactly where Mundkur and Aggarwal's book Customer First is a detailed roadmap to imbibe the same, albeit more as a practitioner's toolkit and not so much a breezy helicopter perspective.
Built stoutly on the foundation of data cum experience driven CX (Customer Experience), the guiding beacon of the entire narrative is the CFM (Customer First Mindset), reinforced repeatedly, and indeed appropriately, as a persistent boardroom attitude without which the daily operational rigour is improbable. This, in turn, makes it a persistent engagement model, brought to life by an organisational culture built around this pillar, thus making CX a team effort and everybody's business, and not a departmental prerogative as is a common fallacy.
This story is from the September 25, 2022 edition of Financial Express Mumbai.
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This story is from the September 25, 2022 edition of Financial Express Mumbai.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.
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