Two days in a row, I saw a common link in different customer service experiences I had with 2 brands.
Day before – Manpreet and I finished our meeting with a new colleague who has just come board and decided to make a stop at a Pizza Hut. This is a brand that has won my… Read more »
The Internet seems to be down, “Is there a problem on the network?” you ask. “No Ma’am, the network is working fine, please try rebooting the computer.” 5 minutes, 3 reboots later, you call again. “I am sorry ma’am, there is problem in the main server. It will take 3 hours to sort… Read more »
One of the subjects that I am constantly trying to explore is, ‘customer experience’. Does a brand that promises “Customer Delight” as its chosen pursuit actually deliver it? Or is it mostly just a sexy line that has no connect whatsoever with ground reality?
Is there a brand that exemplifies “Customer Delight” for YOU? Which one?
I… Read more »
A series of random events made me think about the ‘weak link’ in customer service:
My mobile rang, the young lady on the phone was calling on behalf of the car company I had recently purchased a new vehicle from and wanted me to participate in a brief survey. This is my second car from their… Read more »
Earlier this morning, I was reading this article by Govind, most likely inspired by an experience that he had recently, and decided to punch in a post, mostly as a ‘notes to myself’ reminder, about very logical behaviour by consumers (including myself), the understanding of which marketers (including myself again) perhaps find so elusive that… Read more »
It would seem that most Indian marketers choose to simply hide behind the reasoning that “Volumes don’t justify,” for not acting on customer feedback:
After years of leaving feedback after feedback, I still cannot get a shirt with sleeves in length that fits me
After years of leaving feedback after feedback, I still cannot get trousers in… Read more »
I find it funny…
How can the marketer ‘own’ the customer? Why should the customer be referred to as ‘loyal’? “You are our loyal customer, you deserve to be rewarded,” we say. Isn’t it derogatory to the customer? Shouldn’t the marketer be loyal instead, and hopefully the customer would reward by buying or if are really… Read more »
I feel frustrated (or amused, depending on my mood) when:
I walk into the ‘largest’ bookstore in town and it is playing LOUD music
Each time I ask for a book at another ‘large’ bookstore, attendant/s have a blank look on their face
I am expected to buy music without being able to sample it (and… Read more »
Even as multiplexes expand their presence into B cities and serious talk is now beginning to be heard about cinemas going digital, I think the overall movie going experience has however come down over the years, in cities like Delhi.
The quality of screen, projection and sound is all superb, but what about service quality? I… Read more »
I was listening to FM today…
Radio has always thrived on non-traditional & local advertising and one of the prime advertising categories on radio these days, thanks to the continuing boom in the economy, is real estate. There is a constant flurry of ads by builders and land developers, one more obscure than the other, but… Read more »
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