Customer at the Core: A Practical Guide to Building Loyalty, Value, and Advocacy
Beyond Satisfaction: A Journey to Customer-Centric Excellence
Beyond Satisfaction empowers leaders to move past scores and surveys—to build authentic, lasting relationships rooted in trust and empathy. Through practical tools and human-centered insights, this book helps organizations foster cultures that don’t just serve customers—but genuinely care for them.
About the Author
Dr. Saifuddin Kapasi
Dr. Saifuddin Kapasi is a visionary educator, business leader, and strategic advisor with over three decades of experience driving customer-centric transformation.
Having spent 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 for human-centered performance and trust-based leadership, Dr. Kapasi seamlessly blends corporate insight with academic depth. As a visiting faculty member at Sydenham Institute of Management Studies and Burhani College, he inspires and mentors future leaders in MMS, MFM, MMM, BMS, and BAMMC programs.
His philosophy—rooted in clarity, fairness, and impact—has influenced boardrooms, classrooms, and organizations striving for excellence.
Beyond Satisfaction is the culmination of his lifelong mission: aligning strategy with execution and placing customer trust at the core of every business.
Why Read This Book
Go Beyond Metrics—Build Meaningful Trust
This book helps leaders move past numbers and surveys to create genuine, trust-based relationships with customers that last beyond transactions.
Transform Experience into a Culture
Learn how to make customer-centricity more than a department goal—turn it into a shared mindset that drives every action across your organization.
Lead with Purpose and Human Connection
Discover how empathy, integrity, and purpose can redefine leadership, strengthen teams, and inspire customers to become lifelong advocates.
About the Book
Beyond Satisfaction: A Journey to Customer-Centric Excellence
In a world overflowing with surveys, dashboards, and metrics, customer trust has never been more fragile. “Beyond Satisfaction” takes readers beyond the surface-level numbers and introduces a framework that transforms customer experience into a culture.
With over 30 years of expertise, Dr. Kapasi challenges conventional thinking and reveals what it truly takes to build loyalty, advocacy, and long-term value.
This book provides real-world frameworks, actionable insights, and trust-based leadership strategies to align people, processes, and purpose around the customer.
It’s not just a business guide—it’s a leadership mindset for those who believe that the future of every successful brand begins with the customer’s trust.
Shop eBook
Read Anytime, Anywhere
Experience Beyond Satisfaction in its digital form—ideal for entrepreneurs, leaders, and professionals always on the move.
The ebook version provides quick access to strategies, frameworks, and leadership wisdom that redefine customer excellence in today’s fast-paced world.
