business – anoop.blog

October 4, 2026October 4, 2026

Technology Is the Answer, Not the Pitch – an SBI Credit Card Story

Last week I was at HiLite Mall in Thrissur with my family, headed into Lulu Hypermarket, when a sales executive from SBI Card stopped me near the entrance.

“Are you planning to take a credit card?”

“No,” I said. “I already have an HDFC and an ICICI card.”

She wasn’t ready to let go that easily. “But this one gives you cashback for every ₹100 you spend.” I still wasn’t convinced — I’ve heard that pitch a hundred times, and two cards in my wallet were plenty.

So I asked her a simple question: “I drive about 15,000 km a year. What’s in it for me, specifically?”

Here’s the thing — she knew the card inside out. Cashback percentage, the fact that it was tied specifically to BPCL fuel purchases, the reward structure, all of it. What she couldn’t do was the next step: take my number — 15,000 km a year — and turn it into a rupee figure that meant something to me. The feature was solid; the translation from feature to my life was missing.

A smiling man at a counter using a mobile app displaying savings data for electric vehicle usage, while a woman looks on, both surrounded by a retail environment.

So I pulled out my phone, opened the calculator, and we worked it out together, right there at the kiosk.

February 21, 2026February 23, 2026

From Rivers to Repositories: “Shifting Left” is Simplified

Once upon a time, a thriving town was built along the banks of a Great River. For generations, the town flourished, but as the population exploded, clean water became scarce. To keep the town running, the Mayor decided it was finally time to tap into the river’s massive current.

There was just one problem: The river water was thick with mud.

The Mayor summoned two experts, each proposing a radically different vision for the town’s future.

August 27, 2025August 28, 2025

How the Right Stakeholders Earn Customer Confidence – A Real Wedding Story

When it comes to customer service, one principle often overlooked is the power of involving the right stakeholders at the right time. Let me explain how we handled this while planning my cousin’s wedding.

The Challenge: Quality on a Limited Budget

We had a clear goal – to organize a beautiful wedding within a limited budget, without compromising on quality. Food was the biggest priority, and I reached out to multiple event management teams. Most either quoted very high prices or couldn’t guarantee the quality we wanted.

One day, I received a call from a person named Fazil from a Pee Vee Events based in Perijanam, about 50 km away from our venue. Initially, I was hesitant. My main concern was freshness of food – after all, no one wants to take a chance on wedding day meals.

My initial reaction? A firm “no.” The distance of their kitchen was a major red flag for food quality and freshness, especially for a significant family event. Moreover, we had no idea about service quality. However, the salesman, Fazil, was persistent and, more importantly, perceptive. He understood my reluctance and immediately offered a guarantee: impeccable food quality, freshness, and even the promise of setting up a kitchen closer to our venue.

This was a good start, but what truly solidified our confidence was his next move. Fazil didn’t just ask for another phone call; he requested an in-person meeting. And he didn’t come alone.

July 5, 2024July 8, 2024

Delegate and Empower – Are they different?

They are not…. Empowerment takes delegation to the next level that gets you greater results. Leaders play big role in transforming team to a highly empowered team to achieve great outcomes. Let’s look at these closely.

Leaders who delegate tasks effectively manage their time to focus on more strategic initiatives rather than getting bogged down with firefighting and routine tasks. By delegating tasks and empowering team members to make decisions, leaders can tap into a wider range of perspectives and expertise.

When delegating a task, leaders should provide clear instructions on what needs to be done, how it needs to be done, and by when. They should also provide any necessary resources and support, and set clear expectations for the delegated task, including the deadline, deliverables, and quality standards.

Delegation isn’t just about assigning tasks; it’s about empowering your team, fostering growth, and maximizing collective output. These depend on your leadership style, the tasks, and your team’s capability and strength.