Share to Twitter Share to Linkedin Hamid Farooqui is a serial entrepreneur, co-founder and CEO of experience management company Sogolytics , and CTO of K12 Insight. If the pandemic has taught us anything, it’s that the long-outdated “customer is king” and “the customer is always right” sentiments are back—and with a vengeance. As a consumer, I’ve come to appreciate the nearly instant delivery, free returns and highly personalized products and services available at my fingertips. As a CEO specializing in experience management, I’ve seen how investing in CX has made a difference for our clients—and how treating it as a nice-to-have can be disastrous. CX Or Bust In the past, revenue was the only metric that businesses measured. Competition wasn’t as fierce, and with limited options, loyalty was more predictable. Now, customer experience software solutions are more affordable, analysis can be conducted without tech or research degrees, and … [Read more...] about Customer Experience Is King
The disdain shown by a large majority of the population to intellectual property rights discourages innovation at the domestic level, motivates the innovators to immigrate to foreign shores and register their innovations there. (Representative image) The total apathy of common Indians towards the intellectual property rights (IPR) of the originators is appalling. The use of pirated software, photocopied books, spurious books sold on traffic signals and footpaths, unauthorised copies of branded clothes and so on is unapologetically common. Propriety and ethics are not taught in schools. It is common to see parents encouraging their wards to buy the “cheaper” alternative regardless of its legality and authenticity. Many cities have infamous “markets” for pirated software and duplicate merchandise. Driving out from Delhi NCR region to nearby Uttar Pradesh and Haryana towns, one comes across “Bhatura King”, a fast-food joint chain. The name and logo used by this chain are cannily … [Read more...] about Why is an infringement of intellectual property acceptable but not royalty payments?
Share to Twitter Share to Linkedin Hogwarts Legacy has been mired in controversy since the day it was announced, largely thanks to the rancor surrounding Harry Potter author J.K. Rowling and her feud with the trans-rights activists. Rowling has alienated large swaths of her fanbase and, in some ways, fanned the flames of an already red-hot debate. As I’ve noted in the past, I think this is all quite bizarre and the Harry Potter fan in me wishes that Rowling had stayed out of the fray. She could have funded whatever political causes she wanted without popping off on Twitter, if only because someone in her position should stand as a role model and hero for all her fans—not just some of them. I also think the reaction to Rowling’s opinions has often been over-the-top and counterproductive and never has this been more true than the rigid, strident and often unreasonable position many have taken on Hogwarts Legacy. It’s fine to vote with your wallet, but … [Read more...] about The ‘Hogwarts Legacy’ J.K. Rowling Boycotts Were A Mistake
Share to Twitter Share to Linkedin Jeremy King, CEO and Founder, Attest . You've been here before. The supermarket snacks and chips aisle, overwhelmed by the varieties of crunchy, salty goodness. While new brands hit the shelves every day, one tortilla chip has amassed brand recognition like no other. Frito-Lay launched Doritos, the first tortilla chip to be sold across the U.S., in 1966 with the "toasted corn" flavor. The reception was muted, with some consumers complaining they were bland. Frito-Lay listened, and when it launched " taco flavor " Doritos in 1967 , it set a precedent for future success. Fast-forward to today, and Doritos are the top fried corn snack in the U.S. Frito-Lay is comfortably the biggest tortilla chip vendor in the country with some 1.89 billion units sold from May 2021 to May 2022. Doritos also have a huge global footprint, stocked by retailers the world over. Consumer research—truly knowing the … [Read more...] about How Doritos’ Localized Insights Strategy Got The Whole World Snacking
Share to Twitter Share to Linkedin New York-based Humanscale aims to lead the next wave in design, sourcing, manufacturing, and product lifecycle, even as its furniture supports a healthy, more intuitive, more active way for people to work. Humanscale, a global leader in workplace ergonomics, guides all its operations by four pillars: Function, Simplicity, Longevity, and something it calls “Beyond Sustainability.” Those ethics have been behind all its innovations in high-performance, robust, and adaptable office furniture. Since its founding in 1983 when it daringly proclaimed that desks and chairs and lighting ought to adapt to us , rather than the other way around. The four pillars were behind the company’s status as a true market leader with the introduction of its flagship Freedom chair in 1999, created by renowned ergonomics designer Niels Diffrient . Behind its first global recognition as workplace ergonomics innovator in the ’90s with … [Read more...] about At Humanscale, “Less Bad Isn’t Good Enough” For A Sustainable Future