Sujay Saha

And with the level of humility, the level of calm and composure with which calmness and composure with which these air hostesses and the ticket counter folks were taking care of these customers was overwhelmingly amazing. I was just thinking about like, what are these people going through? Unfortunately, these people were also not empowered to make big decisions.

And this goes a little bit to, I would like to say that it's like a bit of like a cultural construct of some of these countries, but it may not be. One way or the other.

And this goes a little bit to, I would like to say that it's like a bit of like a cultural construct of some of these countries, but it may not be. One way or the other.

And this goes a little bit to, I would like to say that it's like a bit of like a cultural construct of some of these countries, but it may not be. One way or the other.

You've seen it in America as well. Here you go. Yeah. So I do feel like these people were bending backwards. The employees are bending backwards to help, which is what impressed me. But at the same time, I was just wondering about like, I wish... These people were empowered to call security and get these customers out of the way. I was feeling so pathetic.

You've seen it in America as well. Here you go. Yeah. So I do feel like these people were bending backwards. The employees are bending backwards to help, which is what impressed me. But at the same time, I was just wondering about like, I wish... These people were empowered to call security and get these customers out of the way. I was feeling so pathetic.

You've seen it in America as well. Here you go. Yeah. So I do feel like these people were bending backwards. The employees are bending backwards to help, which is what impressed me. But at the same time, I was just wondering about like, I wish... These people were empowered to call security and get these customers out of the way. I was feeling so pathetic.

Even being a customer, I suddenly started to feel like, you know what? I'll pay for my hotel. I'm feeling so bad about that lady who is being shouted at by this gentleman who is like in his probably his 40s, like looks like a corporate professional. Like, what are you doing? So much so that next day when I was flying back, I went up to the ticket counter. I thanked everybody.

Even being a customer, I suddenly started to feel like, you know what? I'll pay for my hotel. I'm feeling so bad about that lady who is being shouted at by this gentleman who is like in his probably his 40s, like looks like a corporate professional. Like, what are you doing? So much so that next day when I was flying back, I went up to the ticket counter. I thanked everybody.

Even being a customer, I suddenly started to feel like, you know what? I'll pay for my hotel. I'm feeling so bad about that lady who is being shouted at by this gentleman who is like in his probably his 40s, like looks like a corporate professional. Like, what are you doing? So much so that next day when I was flying back, I went up to the ticket counter. I thanked everybody.

I went to the air hostess, who one of the air hostesses was coincidentally sitting next to me, going back to the city where she was supposed to be, not as an air hostess, but as one of the passengers in the plane. And I got a chance to talk to her at length during this call. I thanked her a ton and she was like, this is the best. This is the best compliment I could get after such a rough evening.

I went to the air hostess, who one of the air hostesses was coincidentally sitting next to me, going back to the city where she was supposed to be, not as an air hostess, but as one of the passengers in the plane. And I got a chance to talk to her at length during this call. I thanked her a ton and she was like, this is the best. This is the best compliment I could get after such a rough evening.

I went to the air hostess, who one of the air hostesses was coincidentally sitting next to me, going back to the city where she was supposed to be, not as an air hostess, but as one of the passengers in the plane. And I got a chance to talk to her at length during this call. I thanked her a ton and she was like, this is the best. This is the best compliment I could get after such a rough evening.

So there is something in there, in my opinion, around like how that company has done such an amazing job for these people to consider the organizational pride over their own pride in certain ways. Right. Like sort of like in that moment, they sacrificed everything.

So there is something in there, in my opinion, around like how that company has done such an amazing job for these people to consider the organizational pride over their own pride in certain ways. Right. Like sort of like in that moment, they sacrificed everything.

So there is something in there, in my opinion, around like how that company has done such an amazing job for these people to consider the organizational pride over their own pride in certain ways. Right. Like sort of like in that moment, they sacrificed everything.

And then they represented the organization, but they also were not the best because they did not empower these people with the solutions that they should have in hand to be able to make those decisions. So that's one that comes to my mind. It's very recent.

And then they represented the organization, but they also were not the best because they did not empower these people with the solutions that they should have in hand to be able to make those decisions. So that's one that comes to my mind. It's very recent.

And then they represented the organization, but they also were not the best because they did not empower these people with the solutions that they should have in hand to be able to make those decisions. So that's one that comes to my mind. It's very recent.

I'll go back to the initial part of our conversation around connected to value. A lot of times customer experience, sadly so, even in today's world, is seen in the organizations as like a fluffy topic. And more often than not, these customer experience leaders, even in conversations with me, say that I can't work with this organization. They just don't understand the value.