It is difficult to bracket Cactus Communications into any industry, as it is rather an industry unto itself. A NASSCOM survey recently crowned it one of the most exciting emerging companies to work for in India, and its employees often call themselves ‘Cactus Alumni’ for life. Among those who know its inner workings, the company is as famous for the eagerly anticipated Cactus Carnival as for its seven training modules on comma usage.

Can excellent service recovery create happier customers than if there was no service failure in the first place? Should managers focus on providing excellent, error-free service upfront instead of relying on service recovery later? This article delves deeper into the service recovery paradox to uncover certain truths...

Can excellent service recovery create happier customers than if there was no service failure in the first place? Should managers focus on providing excellent, error-free service upfront instead of relying on service recovery later? This article delves deeper into the service recovery paradox to uncover certain truths...

The airline industry is seen as a high flying business. While that may be true, the industry is also a capital intensive and complex one that can challenge the most astute of business leaders. In this exclusive for The Smart Manager, Naresh Goyal reflects on what it takes to build and manage a world class airline.

“Our data reveals that most Indian managers, both in leadership and thinking style, are more action oriented. Whereas American leadership style, is more participative, flexible and socially oriented,” says Gary Burnison, Chief Executive Officer, Korn/Ferry International.

“The service process needs to be synchronized with the service task and the service standards so that the service encounter remains pleasurable for all concerned,” says IMD’s Professor Roger Schmenner.

In a public service organization, steeped in tradition and customs, it is difficult to implement modern procedures to improve customer satisfaction. Find out how in a popular pilgrimage town in India, the temple management used a combination of process orientation and information technology to dramatically change the pilgrims’ waiting experience.

For any corporate social responsibility initiative to succeed, the will and the money aren't enough. In order to succeed factors such as institutionalized listening, involvement, execution and monitoring processes should be as well defined as in any business model.

Technology can become a hindrance instead of an advantage unless it seamlessly integrates the organization with its customers. Ananda Mukerji, CEO and Managing Director of ICICI OneSource describes how his company uses technology to get closer to the customer.