Finally I got a chance to try Uber! After so much of speculation about it's "on demand" taxi hire business model, I had an opportunity to try it out. I had to rush home after a team dinner at Boat Club, RA Puram. The closest cab was 12 mins away when I pinned my location, It was a White Honda City with a fancy 6161 no. plate. 

In the service Industry,  it is important for the brand to create an emotional connect with the consumer. There are hundreds of KPIs to measure customer satisfaction 1) Service Time 2) Turnaround times 3) NPS etc. All these measures are very important and tell you if your customer service is moving in the right direction. But KPIs only tell you what has happened in numbers, but never tells you about what went wrong in a particular interaction.

Having been a product manager for a few years now and loving what I do, one thing I can say about product managers
1. They are incredibly passionate and love what they do
2. They value their independence of thought 
3. They love working with multiple teams and the complexity that involves