New Delhi, May 19 -- T .S. Kalyanaraman, the managing director of Kalyan Jewellers, prefers to take a backseat when it comes to daily operations. Instead, he focuses on understanding his customers and making improvements to the business when required.

"I find joy in understanding a customer's experience and their constantly evolving needs. I randomly call them to check in on their shopping experience," says Thrissur-based Kalyanaraman, 78. "It not only helps me stay grounded, but also keeps me attuned to the pulse of the company."

Kalyanaraman's interest in business development began at the age of 12, observing his father build trust with clients at their textile shop. While studying commerce at Thrissur's Sree Kerala Varma College, he ...