14 Oct 2015

The wheels of the auto industry are rolling quite well in India, thank you. And yet, is mileage the only factor that makes an Indian choose his car? Some time ago a colleague wanted to buy a car. While all background work had been done as to which were the possible choices, the final decision was going to be (obviously) based on the test drive. Read that as the Showroom Customer Experien...

11 Oct 2015

(If you’ve not read the precursor to this dialogue you might want to at this link, at the end of this post)One always thought customer experience reached its pinnacle at the way larger 5-star (even 7 star) hotels treated (read that as pampered) their customers. It was always about lavishness and luxury, about large intimidating lobbies, plush sofas and hushed tones. It was about how your...

09 Oct 2015

So who needs customer experience?Frankly no one. Except, those business that need ...well... customers.So if you are in a business and want to get new customers or engage with existing customers or even  hold on to the customers who are planning to leave, you need to take a cold hard look at the experience you are offering your customers.For the longest time, customer experience was limi...

05 Oct 2015

Is Customer Experience - CX - just the new buzzword around the block?The right words to use at a new client presentation?Just the new way to impress those on the panel for your next career move?Do you really need it? Maybe it’s not for your industry, your sector, your specialty, your domain. Well, you know what? You may be right.Here are 6 reasons why you don’t need Customer Experience. ...

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...