Month: November 2013

  • The currency of relationships

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    Some people know me way too well! 🙂

    A few days ago, I received a message that gave a jolt to my perception of how I deal with other people and what they make of it. I had written this post sometime back on taking friends for granted, and while that was in the specific context of friendship, this is an approach I extend to all relationships, be it transactional or emotional. I like to think that I’m fair in my approach and try to give back more than I get. But apparently, at least according to one person, I am not, and am “Mr.Use and Throw”. It hurt because I have always acknowledged the help that I’d received, to that person and others. I have not had an opportunity to repay it in kind, but whenever I have felt that my presence would bring happiness, I have made it a point to be there. I did reply with my perspective on the accusation, but it led me to think of the subject and how our actions are perceived by others.

    In this case, for instance, there were possibly expectations from me that I had not known of – not of a monetary kind, I think, but some other kind of help or acknowledgement. (Generalising) We live in an increasingly transactional world, where we are able to quantify all sorts of things and are also able to throw money at issues/problems/situations to resolve them. In scenarios where that is not applicable, we use our judgment to repay a gesture of kindness/affection/love. Over a period of time, I have dealt with the latter by acknowledgment and thanks in word and deed, and by paying it forward. But there is no standard currency in relationships, and my lesson from this experience is to not to take for granted that my approach is the one that works for people at the receiving end. I should spend some time first in understanding expectations, and then meeting them. When the price and currency are not agreed upon at the outset, you will need to keep paying until both parties have agreed that there are no dues.

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    until next time, emotional monthly installments

    P.S. and a happy Thanksgiving 😉

  • Troika

    originally published at Bangalore Mirror

    ‘Troika’, to me, immediately brings Russia to mind, and though the resto-bar itself does not show any red colour preferences, the Staples signboard right below makes up for it! (map) They do have valet parking. But it is to be noted that the restaurant is to your left once you get out of the elevator. Actually, the name is more a function of ‘three’. The logo shows three elements – fire, water, and air. The dĂ©cor is classy and functional with three kinds of seating – high stools near the island bar, a semi-open lounge area, and an air-conditioned space. The ambiance is classy and comfortable. But we were there mostly for the food, and the menu is also a mix of three primary culinary influences – Mediterranean, Oriental, and Coastal. If you’ve been keeping track, that’s three times that the theme of three had manifested itself, and I was increasingly reminded of “The Number 23”, in which Jim Carrey sees all events and incidents being connected to 23. See?

    I decided to distract myself with the menu (reading the font in the dim light is quite a pain) as we waited for the third couple to join us, and as soon as I opened the beverages menu, among the cocktails, I noticed the drink Awesome Threesome! Avoiding that, we tried the Cin-Fully Yours and the James Bond Martini (shaken not stirred) and both were quite good. The chef has done an excellent job of creating intrigue around the dishes long before they are served – the fusion combinations are unique and many a dish would sell solely because of the description! Take for example, the Lemon Grass scented Pineapple and Parupu Rasam! We missed the scent, and it was more sambar than rasam courtesy the lentils, but none of that could take away from the super soup! We began solid food consumption with the Crispy Fish Coconut Chilli and though the coconut didn’t really feature much, the dish was spicy with some flavourful seasoning. The Rochaedo chicken dumplings are very un-dumpling-like in their appearance, but the Goan masala and the sweet and sour flavour didn’t disappoint. The chargrilled Lamb Souvlaki was quite bland and despite a valiant effort by the Tzatziki dip, and the well cooked meat, the dish was not really a favourite. We’d been ignoring the vegetarians and their revenge did turn out to be a dish best served cold – the Sweet & Sour Glass Noodle Rolls. A surprise hit, with a Vietnamese salad inside a rice paper sheet, and flavours that hit all the right notes!

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    In the main course, the Tai Chi chicken was supposed to have a chili pepper sauce but actually turned out to be quite bland! The Kingfish Darne Kodampulli was served with coconut and spinach rice and it fondly reminded us of traditional fish curry meals! The Curd Roast Lamb Casserole had a very bland marinade and the Oozi (sic) rice didn’t really thrill either. The Chicken Roulade, with garlic, mushroom and ricotta stuffing was excellent, and would’ve been the favourite if not for the Potato & Red Onion Roesti, with its lime and parmesan dressing. Yes, vegetarian again, and it must be mentioned that the menu does provide some excellent options for them. The other vegetarian dish we tried – Grilled Cottage Cheese and Garlic Roast Spinach mille-feuille, Tomato Provencal Sauce – was only average. The main course portions are sized just right, and one would easily feel confident about ordering desserts!

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    There are just about half a dozen dessert options, but each of them is unique! The Coconut, Honey and Green Lime Panna Cotta turned out to be quite a win, and the Banoffee pie was a delight to look at and consume. The Chocolate crostata didn’t really fulfil its chocolate potential and we’ve had had better blueberry cheesecakes. The Cannoli Kaapi yogurt was the biggest disappointment both in terms of texture and flavour.

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    Troika creates some fabulous adventures from different cuisines. For about Rs.1800, you could share a drink, a non veg starter, a veg and non veg main course dish and a dessert. (Inclusive of taxes and service charge) A few dishes didn’t live up to the textual expectations they created, but there were others which made up for it. Add to that the classy dĂ©cor and the peppy ambiance, and there’s really no reason to raise a red flag. Well worth a visit.

    Troika, 100 feet Road (above Staples) Indiranagar, Ph: 080 41511155

  • The utility of a brand

    After the ‘social product‘ post, the brand guy in me wanted to reconcile this evolution of the product with the brand story. After all, ‘network effects’, ‘purpose’, ‘community’ etc are essential parts of the brand story as well. But I thought of stepping back a bit before moving forward.

    The ‘tyranny of the big idea‘ is oft discussed here and the more I see platforms evolve, the more I feel the need (for brands) for nuanced strategy and propositions that are relevant in various contexts and take into account the radical change that is two-way communication. (as opposed to broadcast) I think this is an inevitability of consumption fragmentation as well as changes in attitudes/behaviour/expectations, and sustained nuanced propositions is one of the key ways to create ‘network effects’ across platforms.

    In this context, I thought the ‘Moving Forward’ section in this insightful post titled “Killing Big Strategy” captured it perfectly. Also, through it, I came across something that helped link the product-brand stories – “Finding the right job for your product“, a fantastic alternate perspective on traditional market segmentation, and some excellent lessons in defining competition and positioning. Not to forget this gem from Drucker “The customer rarely buys what the company thinks it is selling him.”

    So where does this all begin? Though ‘purpose’ is increasingly being used as a buzzword  and also espousing a corporate-centric view (unfortunately) I still get to see a lot of relevant literature that does more than lip service. At a broad level, this little framework of Purpose – Delivery – Resonance, for instance, is a good start. There are many needs that brands fulfill and many reasons why they are loved, and these could start as pointers for a brand to figure out its purpose. John Hagel’s “The Untapped Potential of Corporate Narratives” offers some excellent perspective on how user-centric narratives gets several ‘pull’ factors to work in tandem and offer numerous sustainable advantages. The examples include my usual favourite – Nike, and this is a subject I have touched upon earlier as well, (1,2) though not as eloquently. 🙂 If you think about it, this is also another way of ‘finding the right job for your product’.

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    On delivery. Russell Davies’ “Activities not audiences” draws the distinction between users and user needs and calls for focusing on the latter. Again, another rendition of a product doing its ‘job’. This post, titled “Brands: One System Of Touch“, explores the misalignment of brands which view customer experiences in isolation, by channel, whereas customers of course view and grade their experiences cumulatively. This is a good starting point to think about what needs to be changed internally to deliver a cohesive, relevant and useful experience to the consumer.

    In the meanwhile, I came across quite a few examples of brands adopting the ‘product doing a job’ approach even though it might be an isolated exercise at this point –  Hermes’ silk knot app, Volkswagen’s and Audi’s Augmented Reality apps to repair/know the features of their cars. While they might seem too self serving to qualify for the concept under discussion, they’re definitely a step in the direction. Uber’s response to a bus driver strike with free rides might be a more evolved example. Another one might be Ford’s platform to ‘hack’ its car hardware and software. Many more examples of ‘branded utility’ can be seen here. I think that in the looming collaborative economy, platforms like Google Helpouts will help brands become a real time utility in their domains.  Interestingly there are also examples of brands (Citi, Kleenex) which are trying to create value beyond their core purpose/utility. Levi’s’ ‘School of Make our mark‘ is another example.

    The last bit in the framework (though the framework also mentions differentiation, I see it as something that needs to be built into purpose and delivery) I referred to earlier is resonance. I think these above experiments will not only help brands learn what it takes to build sustained resonance in various consumer contexts but also how to amplify this to potential consumers who might share similar needs. This will require learning and application beyond the conventional mass reach tactics employed currently. The corollary is that measurement paradigms would also need to change. I could see this being aligned to all the points mentioned in this superb post –  ‘The Future of Marketing‘ – messages to experiences, rational to passion, adaptive strategy, simulations, brands to platforms.

    To bring it all back to the link between the social product and the brand, I now (again) see technology (including social) as an enabler in the product and marketing road maps – working in tandem to deliver the brand’s purpose and help it augment resonance.

    until next time, utilising brands

  • Window Seat

    Janhavi Acharekar 

    There couldn’t have been a more apt title for the book than ‘Window Seat’. If you were told that most of the characters in the book are people you happened to see from a window seat while traveling within a metro, chances are that you’d probably believe it.

    The book consists of 30 stories, and though the blurb would have you believe that it’s mostly Mumbai-centric, it’s only in Part 2 that the city actually becomes a veritable character. The first part, with 20 stories, wins you over with the simplicity in narration, and the tales themselves. Stories and characters I could identify with, regardless of their ethnicity, connected only by the humanness. The author’s ease with Malayalam (thanks to the husband) and the subtle use of Bengali in ‘China’ is worth a mention. The copywriting skills come to the fore in several anecdotes and witticisms, which add to the characters.

    The amazing part is that each story in the first part is completely different from each other – not just in terms of settings (slum, advertising agency, Kerala, Banaras, Goa….) and characters, (from a newspaper vendor to a ‘freedom fighter’) but also in the way each story is made to work (for me) – a twist in the end, melancholy, subtle wordplay, events that one can identify, humour, nostalgia, the human emotions portrayed and so on. Each card is a different trick. Several stories are rich with layers, a few words here and there that speaks volumes about the character. Each story has something that I could connect with. I could go on and on about the characters, but I wouldn’t want to spoil your experience. It’s better you meet them yourself. 🙂

    The second part has 3 sections, each with a setting that’s probably quintessentially Bombay – the local train, a beauty salon, and a Page 3 crowd. (featuring the epic Rajkumar song “If you come today, it’s too early”) The stories within each section are connected. I liked this a little lesser than the first part. It almost seemed that the author wrote this as a preparation.

    This one goes into my favourites list – not just because of the stories themselves, but also for the craft that’s displayed superbly in the telling of each story. Must-read!

  • A different kind of prosperity

    A couple of months back, there was a very heated debate (mild term) based on an article that was titled “Why Generation Y Yuppies Are Unhappy” and (also) dealt with something that has occupied my thoughts for a while now – the sense of entitlement. It had a very simplistic formula on happiness : Happiness = Reality – Expectations, and the author’s take was that a sense of entitlement/being special heightened expectations and when that collided with reality, Gen Y’s happiness suffered. Another key factor in this was they are also regularly ‘taunted’ by people who are doing better – simply because the latter share their successes much more.

    I must say that my observations on the sense of entitlement have led me to believe that it’s not totally an age thing. I do agree that societal and lifestyle changes have led to parents becoming more indulgent, but I think the larger culprit is mass publishing platforms –  the ability to broadcast one’s thoughts to large number of people. It is enhanced when the publisher realises he/she has an audience. It does seem higher in younger groups but that’s only because they have been exposed to these platforms much earlier in their life than an earlier generation and therefore do not have the alternate perspectives and experiences of the latter. But the entitlement discussion is for another day.

    An interesting point made in the article was that Gen Y wanted fulfilling careers. What does not come out though is what defines ‘fulfilling’. Is it the emotional satisfaction of working towards a shared purpose, or is it the perks that come with a high-flying career? I suspect that fulfilling at this point swings more towards the material success that the latter provides. Umair Haque has an interesting take called ‘Growthism‘, a devolved form of capitalism, whose dogma is to achieve growth at all costs and according to the author prevents us from developing a sophisticated conception of what prosperity is. It does seem fluffy but that’s probably because we have been conditioned by various institutions for a long while now.

    But I sense a change is on its way. For instance, thanks to this post, I came to know of The Prosperity Index, which goes beyond the GDP and economic success based models of measuring prosperity of nations. While this is indeed a positive step, I think true change will happen when constituents like the Gen Y mentioned earlier begin to look at currencies beyond money for a sense of fulfillment, and happiness. In this must-read article titled “Who Will Prosper in the New World“, the author mentions “People who don’t need money” – people who have the incomes of the lower middle class and the cultural habits of the wealthy or upper middle class.

    I think we’re at the beginning of a new cycle – a generation will start ignoring the paradigms of success and fulfillment set by its predecessors and their institutions, and use the fabulous technologies that are evolving to craft its new narrative of happiness. I also think that my generation might be the casualty of two large concepts at war with each other, but maybe that’s what it takes for a civilisation to be entitled to its prosperity….

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    until next time, changelings

    P.S. On a related note, do read ‘On Lifestyle Rigidity‘