Mukesh Gupta's Blog, page 45

Customer Service

I watched this short film titled “Customer Service” and was left with the following thoughts:

1> How nice would it be if all customer service departments function this way

2> How nice would it be if all customers were kinder to the customer service representatives.

It also reminded me of a post that i had written a while back. You can find it here.

Watch the short film here:

 

Fake Until Proven True

The Real Problem with Fake News

In one of the largest study of stories, real and false, that spread, it was found that false news spreads faster and farther than real news.

Here is Sinan Aral, who was part of the original research team, talking about the results of this study and detailing why false news spreads more than real news.

It is found that as humans, we are more susceptible to spreading false news more than bots or algorithms. It is the novelty of the fake news that hooks us and ma...

What is better – Being People Centric or Being Process Driven?

One of the decisions that every business needs to make, in order to continue to grow is to put in place processes that can provide enough stability,  predictability and consistency of experience. Without the right processes, the growth is chaotic and can strangle the business itself.

On the other side, there is this whole conversation about how it is important to be people centric in order to do well. People do business with other people and not with processes or bots. So, it is important to...

Lessons in Creativity and Leadership

The team at FilmBilder has done it again. They have created another fun way to depict an important concept in a fun and engaging way.

Have a look at the video before we can go further.

What I learnt from the video:

1) The most important criteria for creativity to flourish is the presence of exploration and fun. True innovation happens when we step back from our routine. Creative ideas come when we are looking to have fun while working.

2) Creative ideas will start off by causes some disrupti...

Ancient Wisdom for Modern Life – Qualities of a Good Leader

Of late, I have been reading some of the old Indian texts written by sages and wise men. One such work is a section within the larger epic poem “Mahabharata” called Vidur Puran. This section is a conversation between a distressed king and one of his wise ministers. The king knows that the action he is willing to take is probably not the right action but wants to hear that it is ok from the wise minister. In this wide ranging conversation, the king asks a lot of questions around life and how t...

PBTO S2E9: Friend of a Friend: Understanding the Hidden Networks That Can Transform Your Life And Your Career

Who is on the show:

David Burkus is a best-selling author, a sought-after speaker, an associate professor of leadership and innovation at Oral Roberts University.

Why is he on the show:

His forthcoming book, Friend of a Friend, offers readers a new perspective on how to grow their networks and build key connections—one based on the science of human behavior, not rote networking advice. He’s delivered keynotes to the leaders of Fortune 500 companies and the future leaders of the United States...

PBTO S2E8: Empathy – The Super power of a Successful FBI Hostage Negotiator or an Entrepreneur

Who is on the show today: James “Chip” Massey is the CEO of Plowshare Communications, which advises business leaders on strategic negotiations and how to accelerate the sales process by building strong, powerful, and trust-based relationships.   Why is he on the show:    For more than two decades, Massey served as an FBI Special Agent and hostage/crisis negotiator. During his tenure, his work ranged from collaborating with the CIA to crack espionage rings to high-profile corruption cases, t...

What Do You Do when you are stressed

Premise:

We all live in a world where we have stressors all around us and our ability to manage stress becomes an element that determines how successful we are in whatever we do.

Managing Stress:

As with everything else in life, stress also has two faces. One kind of stress allows us to be alert and in the moment and leads us to be at our best. The other kind of stress takes a toll on our abilities and leads us to perform at far lower levels than we are capable of. The truth of the matter is...

PBTO S2E7: Fusion – How Integrating Brand and Culture Powers the World’s Greatest Companies with Denise Lee Yohn

Who is on the show:

In this episode, we host Denise Lee Yohn. She is a best selling author, keynote speaker and the leading authority on building great brands and exceptional organizations.

Why is she on the show:

Her book “Fusion” comes out today in which she shares her insights on the importance of bringing organisational culture & the power of branding together to create an organisation that can become a powerhouse of a business.

Top 3 ideas I learnt from the conversation:

1} It is critic...

PBTO S2E6: The Art of Standing Out & Reinventing Ourselves

Opening music credits goes to my son Yuvan Gupta. Who is on the show: Dorie Clark

In this episode, we host Dorie Clark. She is a marketing strategy consultant, professional speaker, and frequent contributor to the Harvard Business Review. Recognized as a “branding expert” by the Associated Press, Fortune, and Inc. magazine, she is the author of Entrepreneurial You (Harvard Business Review Press,), Reinventing You, and Stand Out, which was named the #1 Leadership Book of 2015 by Inc. magazine...