Friday, July 25, 2014

EASE - Competitive Advantage

They want us to punch various numbers before their very busy cell center executive talk to us. I fail to understand without knowing what customer wants they want their ATM PIN after account number. & then last 4 digit of card number. 

Ask customer layers of authentication only if customer wants to do some secured transactions. Just to speak for common issues , reporting fraudulent transaction on credit card , retorting phishing or bug on their site.  Irrespective of what customer wants to talk to its a long and difficult proposition. 

They have 4 pages of credit card bill but no place for customer care number or emergency action points in case of loss or fraudulent transactions.  Three pages are filled with advertisements which they want to act upon for more usage of card.

Companies these days become too technology and sales driven that they have forgotten very purpose of everything the do - serving customers with ease.

This is the case with most consumer companies. Customers are finding it difficult to deal with them. 

Reaching them after sales , resolving problem with ease and with peace of mind has become extremely difficult. Companies that can achieve this  is going to be a winner.   

India is 134 in ease of doing business in world ranking. We need to rank companies in ease of doing business with. Ease is very critical in offering delightful customer experience. 

Name the company ____________ who qualifies for this status :
We are very easy to deal with.

Monday, July 7, 2014

We just don't know ANYTHING (Off Topic)

1) We learn HISTORY in school in quite detail but CIVIC sense which is critical for our life and society is given step motherly treatment in education. What is more important to know - where and when Panipat battle was fought or how to follow traffic rules and how to keep and maintain hygienic surrounding?

2) We learn biology and sex education in schools but have no clue on preventive heath-care. Our hospitals are over flowing and Gyms are struggling to survive. 

3) We learn how to earn but no clue or teaching in school or college on how to manage what we are taught to earn.  

4) We produce engineers and CAs but they miserably lack communication & social skills. Should technical skills kill or flourish human skills? 

5) We have the highest religions & religious places but very low morale and ethical standards as we are 94th ranking (out of 177) in a list of most corrupt couturiers. 

6) We are still developing country & needs economic development desperately but we rank 134 out of 189 countries in ease of doing business. Even below Bangladesh & Pakistan.  

7) We are known for our cuisine and food but do not know what to eat and how much to eat. Most Indian youth are suffering from cardiovascular diseases due to bad food habit and lifestyle.  

8) We introduced Yoga to the world for stress free and healthy living but we have earned dubious distinction of coronary and diabetes capital of the world. Both stress related diseases. 

9)  "India is, the cradle of the human race, the birthplace of human speech, the mother of history, the grandmother of legend, and the great grand mother of tradition. our most valuable and most instructive materials in the history of man are treasured up in India only." Mark Twain and yet ignoring this our present generation look & copy Western culture to look and feel modern. 

10) We have great teachings of Mahavira and Krishna (Gita) about Law of Karma but we are one of the the most superstitious countries in the world. 

There is something fundamentally wrong the way we Indians live , choose our priorities, design our education syllabus. There is a clear cut case of re-imaginaton at every level.  

PS: Welcome to ebook based on select post of this blog at