Beyond Satisfaction: A Journey to Customer Centric Excellence Customer at the Core: A Practical Guide to Building Loyalty Value and Advocacy

“Customers don’t remember what you promised. They remember how you made them feel when it mattered most.” In today’s business world surveys are everywhere but customer trust remains fragile. Metrics flood dashboards yet teams still ask “What do we do with this?” Beyond Satisfaction by Dr. Saifuddin Kapasi is a practical guide for leaders ready to move beyond chasing scores to building lasting trust. With over 30 years of experience Dr. Kapasi shows how customer experience must become a culture not just a function. This book offers proven frameworks a fresh perspective on NPS and strategies to align roles structures and rewards with customer-centric values. It’s not about service—it’s about leading with trust at the heart of everything. Dr. Saifuddin Kapasi is a visionary educator business leader and strategic advisor with over 30 years of experience in customer-centric transformation. After 17 impactful years at Vodafone India Ltd he now serves as Promoter Director of Inflection Point and Business Head at Vaux Bicycle Industries. A passionate advocate of human-Centered performance and trust-based leadership Dr. Kapasi bridges corporate insight with academic depth. As Visiting Faculty at Sydenham Institute of Management Studies and Burhani College he mentors future leaders across MMS MFM MMM BMS and BAMMC programs. His philosophy—rooted in clarity fairness and impact—has shaped boardrooms and classrooms alike. Beyond Satisfaction is the culmination of his lifelong mission: to align strategy with execution and place the customer’s trust at the heart of every decision.