Management Perspectives

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Strategy

Smooth run

by Bill Price and David Jaffe
Indian Management September 2022

Imagine dealing with a business that offers products that always work, deliveries that arrive as promised, instructions that are clear and understandable, and self-service that’s easy to use. Their customers never have to contact them for the wrong reasons. They’ve created a frictionless customer experience.

Bill Price is founder and President, Driva Solutions. He is co-author, The Best Service Is No Service, Your Customer Rules! and The Frictionless Organization: Deliver Great Customer Experiences with Less Effort.

David Jaffe is founder and co-owner, LimeBridge Australia, He is also founder, Chief Customer Officer Forum (Australia). He is co-author, The Best Service Is No Service, Your Customer Rules! and The Frictionless Organization: Deliver Great Customer Experiences with Less Effort

Latest Articles

Empathy in action

Organisational Culture

When organisations fail to embed inclusive values into everyday conversations, meetings, and decisions, those values become easy to sideline. Strategic communication brings coherence, clarity, and emotional resonance to inclusion work.
by Charlotte Otter
Indian Management September 2025

Flying forward: Sensitivity and sensibility

Strategy

At its heart, aviation safety is not a checkbox—it is a covenant. A covenant that calls for vigilance from institutions, empathy from leaders, and maturity from citizens. If India is to truly honour those we lost, our collective promise must be clear: never again through neglect, never again through complacency. 
by Dr Rajeev Kumar Mehajan
Indian Management September 2025
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More From The Category

Flying forward: Sensitivity and sensibility

Strategy

At its heart, aviation safety is not a checkbox—it is a covenant. A covenant that calls for vigilance from institutions, empathy from leaders, and maturity from citizens. If India is to truly honour those we lost, our collective promise must be clear: never again through neglect, never again through complacency. 
by Dr Rajeev Kumar Mehajan
Indian Management September 2025

The mindful pivot

Strategy

Mindfulness is more than a missing key in business. It is a doorway. One that leads from stress to resilience, from ego to empathy, from chaos to clarity. The business case is compelling, but the human case is even stronger.
by Josephine McGrail
Indian Management August 2025
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