The Most Valuable ASSET That You Treat Like A COST
Ask most leadership teams whether they listen to their customers and the answer comes back fast: “Ofcourse we do. We run the survey. We track the score. We read the comments. There's even a dashboard.” [...]
Your CX Score is Good – that might be your Biggest Problem
Click here to read the full article as published in Money Wise. A CEO stopped me mid-conversation recently with a statement that was entirely reasonable, entirely logical and almost certainly wrong. Her Net Promoter Score® [...]
As a Leader, Is Your Approach to Your Brand Intentional… or Transactional?
Click here to read the full article as published in Money Wise. Let me ask you a slightly tougher question from my previous two articles. Are you leading your brand with intent… or are you [...]
As a Leader, Is Your Approach to Your Staff Intentional… or Transactional?
Click here to read the article as published in Money Wise. Let me ask you something equally direct. Do your staff go above and beyond, or are they doing the bare essentials? The answer to [...]
As a Leader, Is Your Approach to Customers Intentional… or Transactional?
Click here to read the article as published in Money Wise. Let me ask you something direct. Are you leading your customer strategy with intent? or are you simply managing transactions? The Transactional Leader A [...]
Leaders Are Self-Motivated. That’s the Problem
Read the print version of the article as published in Money Wise in January 2026. Let’s be honest for a moment. If you are in a leadership role, you probably don’t need much motivation to [...]
Don’t Be the Lion Who Destroys the Pride
Click here to read the article as published in the Moneywise Magazine December 2025 Taking On A New Leadership Role? Don’t Be the Lion Who Destroys the Pride Christopher Roberts A pride of [...]
From Complaint to Commitment: How a Detractor Became a Brand’s Greatest Advocate
Click to read the article published in Money Wise in the November 2025 edition. Can AI Revolutionise Customer Experience and Increase Loyalty & Growth? It all depends on You Why does it depend [...]
Gen Z Engagement Crisis In India – Why ignoring this is costing you millions
Click to read the article published in Money Wise in the September 2025 edition. The Gen Z Engagement Crisis In India: Why Ignoring This Gap Is Costing You Millions (and Your Future) “Staff [...]
The Unspoken Stan’doff: Gen Z vs Leadership
Click to read the article published in Money Wise in the July 2025 edition. There’s a silent standoff unfolding in Indian workplaces. You can’t hear it. You can’t quite see it. But you [...]
Why the Product Mindset Is Costing You Millions — And What you can Do Instead
Click to read the article published in Money Wise in the April 2025 edition. In the boardrooms of many ambitious businesses, the conversations often orbit around features, production timelines and quarterly sales targets. [...]
Can AI Revolutionise Customer Experience and Increase Loyalty & Growth? It all depends on You
Click to read the article published in Money Wise in the April 2025 edition. Can AI Revolutionise Customer Experience and Increase Loyalty & Growth? It all depends on You Why does it depend [...]
The Destructive Impact of Negative Word of Mouth
Click to read the article published in Money Wise in the February 2025 edition. The Destructive Impact of NEGATIVE WORD of MOUTH Why It’s a Threat & How to Counter It In a [...]
Empowering Beliefs
Click to read the article published in Money Wise in the January 2025 edition. Empowering Beliefs: The Little Helpers That Were The Defining Factors In My Biggest Successes The other day as I [...]
NPS® Is Your Secret Weapon To Create Future Leaders
Click to read the article published in Money Wise in the December 2024 edition. Net Promoter Score (NPS®) is far more than just a CX metric. It is an exercise in organisational transformation [...]
The Haunted Path of CX/ NPS®: Ghosting Customers or Winning Their Loyalty?
Halloween is the season of eerie encounters and hidden truths lurking in the shadows. But beyond the haunted houses and trick-or-treaters, there is another ghost that has pretty much crept its way into [...]
6 Steps To Powerful Leadership – What You Don’t Learn in a Traditional Management School
Click here to read the article as published in the Moneywise Magazine October 2024 In traditional management schools, leadership is often defined by structured principles. You're taught that leadership involves setting strategic goals, [...]
Unlocking Loyalty, Engagement, and High Performance in Your Business
Click here to read the article as published in the Moneywise Magazine September 2024 Targets. Deadlines. These are what dominate business conversations unfortunately, while the more important human aspect often gets overshadowed. Yet, [...]
Why Indian Businesses Are Increasingly Adopting The Net Promoter Score®
Click here to read the article as published in the Moneywise Magazine June 2024 The new blueprint for business success Picture this: an Indian startup is struggling to differentiate itself in a saturated [...]
The Tale of 2 CEOs – The Power of CEO-Led Customer Recovery
Click here to read the article as published in the Moneywise Magazine April 2024 It is a clear and primary rule of business that the customer experience (CX) with a brand must match [...]
Harnessing the Power of Customer and Employee Feedback to Maximise Business Success
Click here to read the article as published in the Moneywise Magazine March 2024 Let me tell you a story. A hotel conducted Net Promoter Score® (NPS®)/CX surveys. After detailed granular analysis at [...]