Is the customer really king? Marketing moguls may say yes, but I have my doubts. Have had for a long time. In fact I’ve lost count of the number of times I’ve ended up feeling cheated. Not in the literal sense, but in subtle ways, and those are actually the ones that hurt. This was reinforced last month...

A lot of ink, digital or otherwise, has been devoted in recent years to comparing India and China, especially in terms of infrastructure--or lack of and their abundance of wide roads, large airports... But what is less talked about is how both countries are taking very different approaches to customer...

A reader's comments (below) on my love-hate affair with Airtel ( see Love and Hate in Airtel Land blog post here ) made me wonder why is it that as paying customers we want to settle for lesser of the evils, a much more pronounced trend in India even among big spending, powerful consumers when it...

Well, after getting into office early to watch Obama's speech , my mobile rang with a number I didn't recognize. It was Manoj Kohli. Yes, as in The Manoj Kohli, the man at the helm of the company I semi-slammed in today's column . "Thank you for your column," he said. "I found...

Ever been in that interesting situation where you love a company's ad but don't quite like its products or services? That is the state of my relationship with Airtel. I have used Airtel as my mobile phone/blackberry/home wireless DSL service provider for just over two years now, ever since moving...