What people say about us

Ricardo Bendoraitis
Ricardo BendoraitisGlobal Business and Technology Executive, Brazil
“What can I say..this experience in my life is a milestone, a solid point upon which I will base a lot of my decisions and steps...assessment is very strong tool, but your advice is second to none. Thanks for my new life!”
Jan Lindgren
Jan Lindgren Client Partner, Sweden  
"For me this has been really valuable and I will strongly recommend everybody to take this class."
 Tarmo Puisto
Tarmo PuistoCustomer Success Driver, Finland
"It was a pleasure for myself. Rajat made very precise analysis of me in a short time frame and exercise we did together was helpful for me. I m looking forward to improve myself, to take best out of this training and coaching. Thank You.”
Ayush Keshan
Ayush Keshan Account Management, Singapore
“First of all – thank You! You have been able to point out what I am good at….This will surely help me grow in both personal and professional front. I hope to come back to you with a success story based on whatever we discussed.”
Abhishek Sane
Abhishek Sane Director Business Development, Sales & Strategy, Singapore
“This session gave me a feeling of more self aware, more understanding of my strength and weakness. You made me stand in front of myself. Thanks for all your inputs and kind words. You are doing "God's Job”. Keep enlightening life and people.”
Sushant Vinchurkar
Sushant Vinchurkar Vice President Operations, Goldman Sachs
"Rajat is one of the few Gallup certified Strengths coaches in India who coach executives, managers and team members and help them grow, develop and achieve personal and professional success. I thank Rajat for being my encouraging mentor and wish him loads of success in his career.”
Vivek Vishal
Vivek Vishal Management Analyst at NIIT Technologies Inc. USA
"Rajat is a great coach. He makes sure to work on individual’s strength and with his style of working, one gets to explore himself better. In fact there are very high chances that he would help you to explore certain hidden capability or skill within you..That’s the quality, which makes him a fantastic leadership coach.”
Ian Golding
Ian GoldingGlobal Customer Experience Expert, UK
“Rajat is a customer experience pioneer - with a wealth of both experience and intellect, he is a credit to the customer experience profession. I look forward to learning from him as he continues to transform customer experiences all over India and beyond.”

How to have a culture like Google

Potential nurtured is transformed, while being in the wrong role suppresses it.

The Emotional Pressure in companies kills creativity, while Purpose inspires it.
The Economic Pressure saps energy while Playfulness enhances it.

One makes it, the other breaks it.  Sounds familiar, yet distant?

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Called to Coach

I first discovered my Top5 strengths about 10 years ago when I transitioned from a sales and marketing role to a position in IT. Having much less IT experience than my colleagues, I was unsure of whether I made the right career move. To help me better understand my talents, I turned to Gallup StrengthsFinder. Discovering my strengths gave me insights into how I can bring my talents to the forefront.

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Appreciating stocks through strengths focus

Gallup Path provides a simplistic view but if we look closer it also provides common sensical view.

Gallup Path2
Age old wisdom says engaged employees lead to engaged customers. What happens when we have engaged customers we have customers buying more services and products on which company thrives and make profits. A company which stays consistently profitable moves up their stock price.
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Learning to turn unbelievable into believable

 

When I first met Ron Kaufman customer service guru in Bangalore I was impressed by the energy he infused in the room.

Then again few months later I happen to attend Ron Kaufman’s master class on Service Leadership in J. W. Marriott, Mumbai. What enthused me was his passion for customer service and his remarkable ability to convince his audience about the power of outstanding service. Ron’s framework has what he calls – delivering ‘unbelievable’ customer service. Ron delivered his session with such unbelievable passion, energy and drive that it was natural to believe him.

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Culture eats strategy for breakfast and lunch

Peter Drucker the great management guru known to have said: “Culture eats strategy for breakfast”

Few years back when I happen to meet Curt Coffman Senior Partner and Chief Science Officer at The Coffman Organization and former Senior Vice President at Gallup, he was about to launch his new book called – ‘Culture eats strategy for lunch‘. He shared his wisdom on why companies are unable to successfully drive transformation and why leaders are unable to engage their people enough to make a difference.
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On becoming Asia’s first Certified Customer Experience Professional

I have been engaging with customers for more than 20 years and have been dedicated to deliver Wow customer experiences through amalgamation of technology, process and people power.

It’s been great innovating customer engagement approaches, leveraging technology to simplify customer’s lives, building practices   with people who get energised when they engage with their customers.
I have been walking the shop floor of my clients, whether it be a hi-tech motor bike manufacturing plant in an industrial hub or a call centre with human advisors attending to their customers in New Castle, UK. I could naturally put myself in my customer’s shoes and listen to their voices.
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Have you yet discovered full form of: C.O.A.C.H. ?

Picjumbo_beautiful-sunset-over-the-yellow-rapeseed-field-picjumbo-com

A well-known coach was once approached by a restless youth, hungry for success.

The coach began the conversation and said to the youth, before anything I need to ask you a few questions. Youth nodded.

Coach asked : What do you want in life ?

Youth: Success !

The coach further asked the youth.
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7 power steps to transform customer experience

Two years ago I had created a 3 slide presentation on - 7 power walk steps to transform customer experience which is uploaded on Slideshare.net. Today again when I referred to the presentation every single step appeared relevant, infact more critical than before.

Developments in the customer experience space are indicating that we need to be in customer’s shoes more and more, to be able to understand their needs and deliver value.

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Managing the Employee-Customer encounter

It’s a known fact that happy employees lead to happy customers. Management gurus and industry leaders all seem to advocate this fact. Still we find very few companies living this value.

Often disgruntled employees are found delivering dis-satisfactory services to their customers across: restaurants, retail malls, airlines, etc.

There seem to be no one there keeping a tab of ongoing connection between employee feelings and its impact on customer experiences.

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Digital World needs more engaged people

IDC’s recent Experience Survey 2015 stated - the ability to link both employee and customer experiences together in order to deliver a holistic view of digital and social transformation is at the epicenter of competitive differentiation.” 

The speed of change is fast and overwhelming for the organisations and its people to cope up. The need for more engaged workforce has never been greater in the world.

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It’s all about culture of unique Strengths

A customer experience manager at Ford said “only engaged employees can create engaged customers”

True only engaged employees with customer focus can deliver Aha experiences.

In my observation and research following 4 basic things are needed as part of having a customer centric culture:

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Disruption has started already, but are you ready?

Whether it be – Management Guru Ram Charan or Microsoft Ex Chairman – Ravi Venkatesan or leading Management Firm – Mckinsey Consulting everyone is talking about – Disruption that’s going to hit the Industry. One of the CEO of Billion Dollar company said on change-  “Its going to be a Tsunami”. 

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Journey of million dollars begins with a single customer

A journey of thousand miles begins with a single step. And journey of million dollars begin with a single customer. Every Single customer that receives personalised experience adds to that million dollar kitty.

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It’s time to accumulate the new gold

I recently happen to attend a Big Data analytics program from Coursera. In one of the sessions out of curiosity I asked the experienced trainer his sense of the future trends in the fast changing world.
He thoughtfully replied “I can’t predict, its moving too fast, technology of today is gets obsolete the next day.” “But one thing is clear” he added “data is the new gold – future belong to those who own the data.”
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Maslow’s hierarchy of powerful customer engagement

Most of the businesses these days commit to do something in the area of Corporate Social Responsibility (CSR) some out of duty, others out of compassion. As per Maslow’s hierarchy once the initial human needs are met humans tend to move up the hierarchy to contribute towards higher purposes, like contributing into other’s lives.

Same seems to be true for the businesses.

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