"It was a wonderful experience interacting with you and appreciate the way you have planned and executed the whole publication process within the agreed timelines.”
Subrat SaurabhAuthor of Kuch Woh Pal
It is no longer a matter of debate that the largest and fastest growing firms in the world today, are those that concentrate on delivering high degree of customer satisfaction. That explains why more and more companies are adopting ‘customer First’ policy as part of the company’s operations.
However, according to IDC White Paper (2022), authored by Alan Webber, ”Most companies remain painfully unaware of the gap between the experience they believe they are providing and the experience the customer actually receives.” This phenomenon is not new. But if the companies expect to remain relevant and competitive they have to act post-haste to find and close the gaps.
Customer Service Edge, based on the findings of targeted empirical research involving 200 respondents is meant not only to help the companies find and fill the current gaps but also to ensure that policy and practice stay aligned for consistency of operations.
The substance of the book is derived from the candid VOICES of people in different functions and at different levels of the company hierarchy involved in faithful execution of explicit and implicit commitments made by the company. Hence they provide a composite picture of why misalignment occurs between policy and practice and how to correct the distortions.
The book makes out a spirited case for the business leaders to sit up and consciously exercise the rigour of disciplined thought and action across the organisation.
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Gopal K. Gureja
Gopal K. Gureja is a distinguished customer service expert with a career dedicated to transforming after-sales support in India. Leaving a government engineering role in the 1960s, he joined K.G. Khosla & Co., India’s first industrial air compressor manufacturer, as its first service manager. Recognizing the lack of customer support, he implemented a recovery plan, making service excellence the company’s USP and driving it to industry leadership.
In 1970, Gureja joined Wanson India (now Thermax Ltd.) as service manager, embedding customer-centric practices into the organizational culture. His efforts boosted the company’s reputation and growth. By 1977, he transitioned to broader leadership roles, establishing a new business division and later joining the Board of Directors in 1990. Many engineers he mentored rose to top management positions before his retirement in 1996.
A thought leader, Gureja authored Creating Customer Value (1997), India’s first major book on after-sales service strategy, which became a Crossword bestseller and inspired academic courses. His 2013 book, Organisational Schizophrenia (SAGE), highlighted gaps in customer care policies. He has also contributed to The Economic Times and other business publications, cementing his legacy in service excellence.
