When a System Stumbles, Experience Speaks First — A Reflection Through the IndiGo Crisis
The recent Indigo flight cancellations were more than an operational crisis — they were a moment where the lived experience of customers and frontline teams surfaced the deeper truths of organisational alignment, communication, and emotional climate.
This reflection explores how service breakdowns become windows into an organisation’s inner architecture, and why resilience begins long before a crisis reaches public view.
**📍 The Bengaluru Lesson: What a City Taught Us About Communication
In Bengaluru, a small experiment revealed a big truth: communication resonates deeper when it reflects local culture. A single city responded in dramatically different ways to the same message — until the message was shaped around the neighbourhood’s behaviour, rhythm, and emotional cues.
With AI now capable of reading micro-patterns in sentiment, language, and community behaviour, hyperlocal communication is entering a new era. Technology helps us see more, but human understanding helps us interpret meaning.
This reflection explores how businesses can shape meaningful, human-centric communication by blending observation, cultural sensitivity, and AI-driven insight.
Market Linkages & Access to Capital: Expanding Markets Through Customer Understanding and Partnerships
Discover how MSMEs can expand markets through empathy, partnerships, and design thinking — where strategy meets human experience.
Growth doesn’t start with new markets — it starts with new understanding.
In this third part of The Triad for Transformation series, explore how customer empathy and purposeful partnerships can unlock invisible doors to market and capital growth.
💡 How Might We Design Service Contacts That Don’t Just Resolve — But Resonate?
Most service teams focus on fixing issues — but true loyalty isn’t built by resolution alone. It’s built by resonance.
This article explores how businesses can design service interactions that move beyond efficiency — to empathy. Learn how auditing emotional touchpoints, training for empathy and clarity, and measuring psychological loyalty can redefine the way customers connect with your brand.
At Stratants, we believe great service doesn’t just close tickets — it opens trust.
Because when experiences resonate emotionally, customers don’t just stay — they believe.
💡 What Mis-Selling Teaches Us About Retention
A Business Standard report revealed how unethical mis-selling practices eroded customer trust in public-sector banks — while HDFC Bank’s AI-driven “ethical nudging” approach increased client retention by 12%. Discover why transparency, not targets, is the new driver of customer loyalty.
The Emotion Dividend: Turning Trust into Tangible Business Growth
The shift in modern business prioritizes emotional intelligence in business strategy over mere efficiency, asserting that empathy builds belief and drives customer trust. The article argues that emotional connection with customers strongly correlates with loyalty and forgiveness. This focus is crucial in the Indian context, where high process efficiency often lacks emotional engagement. Embracing an emotion-led strategy and a human-centered strategy—like mapping emotional moments—is essential for sustained business growth through empathy, ensuring that while data reveals what customers do, emotion reveals why they stay.
Rethinking Structure & Customer Care: What Mid-Sized Businesses Must Learn from HUL & Accenture
As India’s mid-sized firms accelerate AI, credit, and digital transformation, structural agility becomes a critical enabler. Learn how recent changes at HUL and Accenture illuminate the path for redesigning your organization around customer care and execution.