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Keeping the Customer Relationship Going - Key Learnings from My Marital Life

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This note was a very personal one when we completed a milestone of completing 20 years of our married life together. 7300 days ago, we had a traditional Malayali wedding in Trichur, Kerala. My grandmother (bless her), till her death insisted till that it was only because of her that we got married – (she got her thrills from it) – after all I was a favourite grandson (did I say only too?) and Latha was her only grand-daughter in law. Latha is the scheming sort. Pretty soon she warmed her way into the h earts of my relatives. Infact she knew more of them than I did. They would rather talk to her than me. Forget relatives, she managed to swing my father her way. He actually thought that he had a great daughter in law much better than his own son! Poor me! We are very different persons. I am the impatient one and Latha is just the opposite. My idea of a great time is to relax and chill, her idea of a great time is some action. She loves to party and I love to be at home and

HP or Hewlett Packard - The Conundrum!

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An $8.8 billion write-down of its latest acquisition - Autonomy seems to be the latest mishap in the HP saga. And with it comes proof that HP has been following a path which is heading south. From the exciting times of Lewis Platt and John Young to the bleaker times started by Carly Fiorina, HP has lurched from disaster to disaster. And the list looks endless. Fiorina decided to move to reorient the company to a marketer of computer equipment and enterprise systems. Her acquisition of Compaq Computer so that HP- Compaq would be the leader in low-cost personal computers was a disaster.  She tried to focus simultaneously on high-end enterprise systems. Luckily or unluckily she had bid for the business consulting practice of PricewaterhouseCoopers, but lost to IBM.  NCR's Mark Hurd followed her and appeared to appeal to the stock market. The efficiency expert, he focused on short term sales growth and cost reduction, doubling the company’s earnings and stock price. Hi

The Vaginal Dialogues - And the Hypocrisies

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"18 Again" launched with much consternation and hype a vaginal tightening cream. I am not going to talk about the efficacy of the product and neither is it to ridicule the product per se. Frankly, I don't care.   This is more to do with the hypocrisies associated with a product like this.  The positioning of the product along with the commercial  And more importantly sexual intercourse / sex is still looked as a matter which I dare say, most people enjoy but something which cannot be talked about in the open. What the f#@* (well ...fuck!)?    Positioning of the Product 'Like a virgin' - the heroine croons in the commercial. But unfortunately this advertising reinforces the sexist view in India that pre-marital sex is something to be frowned upon, a taboo which is even seen as sinful by some.  According to the company the cream empowers women but rather than empowering women it will reinforce the patriarchal view that is held by many he

Flying Just Above the Ground - Thoughts on the Airline Industry Ecosystem

The airline industry in India has been going through an enormous amount of pain. It has seen more downs than ups. At a time when the economic outlook is far better than the US or European geographies, the whole business is going through a crisis of sorts; some due to its own doing and some due to extraneous factors. Market In recently announced statistics, the domestic market has increased 1.1% year-on-year in Mar-2012 to 4.87 million passengers. This is the slowest month of domestic passenger growth since May-2009 when passenger levels declined 4.4%. Passenger traffic increased 6.55% in 1Q2012 to 15.3 million. For 34 consecutive months the market has seen growth however it is the third month in the same period which has seen a single digit growth. There has been 16 months of double digit growth prior to that. The drop in traffic can be directly attributed to the reduction in coverage by Kingfisher Airlines. Till such time, India's growth rate was among the highest

Curiosity Never Killed the Cat - In Memory of T C K Menon

Most of you do not know my uncle. T.C. Krishnankutty Menon (TCK), or to me Aniyanmaman, passed away recently.  He resided in Trichur, in God's Own Country,  a town more famous for its literary figures, jewellers, temples and Pooram. I was born there and he stayed in a house next to ours - we were all from the same family. TCK was, in a sense, a true blue Keralite. He did his schooling in Trichur followed by his graduation in Chemistry at Maharaja's College, Ernakulam, quickly followed by a post-graduation through research. He joined Sri Kerala Varma College, Trichur after that, in two spells and taught there till his retirement. In-between he did drop into the Indian Agricultural Research Institute, Delhi for his Ph.D but for reasons which lie buried with him, he returned to Trichur and that's where he stayed for the rest of his life. His visits out of Kerala were few and far. A Keralite he was but parochial he was a not. In a small town not really conducive to the

How the Nonsensical can be a Rage (Kolaveri Di)

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It was on November 21, 2012 when a Tamil sounding phrase started trending on Twitter - #kolaveridi. I had innumerable friends on Facebook share the link to this phrase/ sound - over 6 million shares! I thought this was a new virus which was multiplying really fast and many were getting suckered into it. Fast forward two weeks hence, more than 18 million views on You Tube from over 140 countries. This song was a rage. A frail looking man singing ' nonsense' as he called it himself, to a folksy beat! A song which had pretensions of being a Tamil song - but 90% of the lyrics were in English! On a personal note, I thought it was a  inane  English song, with absolute illogical lyrics and the only saving grace was the Koothu ( a Tamil beat/ music) beat. See and hear it for yourself  -  http://goo.gl/5mN2J The numbers speak for themselves and to get so many people interested in a song takes something. Social media and other online devices are effective tools to communi

What Modern Trade can Learn from Mom & Pop (Kirana)

Enough has been said about the FDI in retail (in India). And my views are very clear. I also strongly believe that the Indian players can stand the might of MNCs and infact capitalize on the efficiencies which these MNCs will bring to the table. For the uninitiated, kiranas are shops that cater to the regular needs of food, grocery and also products like paan, cigarettes etc. within a locality/catchment area. There are also others like the headload and pushcart vendors. Globally, as modern trade expanded, both organised retail players and unorganised retail participants have co-existed. The Walmarts and Costcos have co existed with the mom and pop stores (in India these are  called kiranas). I do believe that there is no reason why it cannot co-exist here in India. However there are a few factors apart from systemic deficiencies which have worked in the favor of kiranas or the local store owner/vendor.  Personalized service Personal/ social touch Ashraff, the person

Why is the Indian Consumer Being Shortchanged? - An Opinion on Retail FDI

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On November 24, the Union Cabinet decided to permit 100% foreign direct investment (FDI) in single-brand outlets and 51% in multi-brand stores. The opposition as well as some allies of the UPA have been vehemently opposing the decision, saying it would affect the small shopkeepers (kiranas), demanding a reversal of decision. India has been known as the nation of shopkeepers, for every 1000 people there are 11 shops, and these shops include the paanwallah, sabziwallah, the barber etc. Unlike other nations which have densities of around 5 (UK and USA), the Indians are serviced far better by the neighbourhood store.  According to a study by industry body FICCI, the total retail trade in India was worth Rs 11,00,000 crore in 2003. Of the approximately 12 million retail shops, 96% occupy floor space of less than 500 sq ft. With over 120 crore consumers India is a land of opportunity, modern trade has only tapped 5% of the business. This is just a start.  The proliferation of the ne

Parochialism for right and wrong!

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There was a lot of hullabaloo when the World Kannada Conference was held a few days back. I may not Kannada very well but I am proud to be from Karnataka - I actually support the RCB and also the Karnataka Ranji team over any other team considering I have stayed in many parts of India. I call Karnataka my home and actually love Mysore. Am I a less Kannadiga then anyone else? - I dont think so. Yes I agree that I have not made much efforts to learn the language like I am with Tamil and Bengali. But I don't think my state of origin or my limited knowledge of Kannada should come in the way. While efforts are being done to promote Kannada, what is being done to make Karnataka proud? I dont think anyone would be proud of the tag given now. It was known as the IT capital, The hub of knowledge workers, the most progressive state but now.....? If we need to be parochial let us also look at the development of the state, not just look at promoting the language. While I do under

An Indian in England

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Do I like the English weather especially in November - no! Do I like the so called royalty with their weird sense of righteousnesses - no! Do I find the english comedy interesting - maybe! Do I find EPL interesting - maybe! The English at cricket - no! The history - maybe! Then why is it that I look forward to my stay at London. I cant put a finger on it. I wonder if there is a small sense of colonial hangover in me. But yes what I do like is that life is disciplined - no honks, no cut ins, polite people but then I wonder if this all this is practiced. Just a veneer. And maybe I am in a foreign land without worrying about the language and in some cases speak the local language much better than the locals. One up, I guess! Anyway I like the place and the touch of class which comes with it. And I do like to go back there again. Walking around Knightsbridge. Interacting with locals but having said that I seem to see more non english than the english themselves - quite a