11 Mar 2014

It's amazing how the best of brands feel they don't need to give Indians the same level of service that is demanded of them elsewhere in the world. I could rattle off a list of names but a case in point is a big name below. Although this experience is not mine, it can be any of us brand-conscious people.Do we not get enough because we don't demand it? As written by a friend and Lenovo cu...

06 Nov 2013

You’ve got your new business set up. You’ve got a five-year plan. You’ve got the funding.The space, the resources, the will to succeed. And, you’ve been smart enough to add marketing to the mix.Not only that, you are a new age entrepreneurial venture. You’ve added social media!!!!WOW!You’re all set to succeed. You are all set to gear up for all the numbers that will come in. But are you ...

29 Oct 2013

A friend of mine is really unhappy with the way Flipkart is dealing with her pending reversal of credit card dues. Here's the version from her - It been an absolutely terrible interaction with flipkart for one of the orders I placed with them mid August. Worse still has been an absolute lack of customer orientation in their entire chain. Placed an order on 18h August with a deliver...

21 Jul 2013

I recently needed a cab to take me to the airport at 5 am. Nothing new in that. Except that earlier I had a driver who lived close by. The new one does not. And it made sense to me, with the spate of new cab services now vociferously advertising their efficient services to call in for one.I had done this before when #Merucabs were first launched. But living just a short distance away fro...

21 May 2013

It's easy to get customers. There is always a demand in this country of billions.Now it's easy to lose the customers you have too.Reliance Broadband shows you the way.1. Identify regular, loyal customers. Cut off their internet connection without any prior notice or intimation.2. Play table tennis with complaint calls - send it to the technical department to keep the customer engaged for...

13 Aug 2012

I'd say Customer Service is way below the poverty line in our country. The desire to understand the customer is nil. The desire to please the customer is therefore completely out of question. As for addressing customer woes, sorry, not in this country. If you've not read my previous post, I suggest you read it and get back here.http://www.customerdark.blogspot.in/2012/08/shortcut-to-grow...

08 Aug 2012

I may be getting old.But of late I am constantly suspicious of large organisations who are trying to do me out of my hard-earned money.Especially when I transact online.For people like me, fortunately, there are plenty of ways banks and credit card companies help in safegaurding my money. However not all these options are quick or easy or either.So when I was booking online tickets last ...

22 May 2012

Customer loyalty as a term has often been bandied around, strung together with numbers, tightly wrapped up in excel sheets. Analyst debate, segment, typify and label. Planners come up with deep insights after much thinking and trying to look out of windowless offices. And some profound statements in a pitch later, one realises that this indeed is true.One such statement about a customer'...

16 May 2012

Buying a car is an exciting proposition. A bit daunting... but exciting nevertheless.Most car buying habits have been well documented especially in the Indian scenario. You normally move from a two wheeler to a hatchback, hatchback to a mid-class sedan, then to a luxury sedan and so on. SUVs, XUVs and now even LUVs fall somewhere along that line based on needs, occupation, and finally th...

14 May 2012

Phrases like 'Consumerisation', 'Rising Economy", "Buyers' Market', "Customer Service' and 'Competitive Space' get thrown around in dark teakwood boardrooms and hushed corporate corridors. MBAs from august institutions bring these back with strong traces of international accents bandying them around hoping to impress those who have even stronger traces of international accents. Consult...