From Fury to Faith

For both sprouting and mature firms, demanding customers show tough love. How to transform those discontented grim faces into loyal and faithful brand ambassadors is what the coming pages have in store for you!

The backbone of any corporate kingdom is its vast customer network - correction: its happy customer network. So, what about the unhappy ones? Actually, they can become the steel nerves of your company!

But how does that happen? Explore the answers as you read through!

Most of the incidents illustrated in this book revolve around familiar characters one might have seen and forgotten. The Indian viewpoint depicted here merely mirrors our observations, and does not represent everyone alike. It is just a hilarious account of how we, as Indians, have some common traits as consumers. After all, the ability to laugh at oneself is the mark of a genius!

This book is inspired by Kintsugi, the Japanese art of mending broken pottery with gold or silver. The golden scars sculpt a precious future, upholding the unique, yet valuable crevices of the past - an enlightening principle guiding any relationship. A customer - corporate bond too, prospers by mending mistakes, acknowledging them and looking ahead for a faithful rapport.

Written by a seasoned corporate executive and a millennial IITian, this book captures the evolving preferences of Indian customers. A thoughtful read for casual and serious business purposes alike!