Thursday, January 27, 2011

Examples of Failed Customer Focus

1) We get automated replies to our mails & we cant reply.

2) We get marketing SMS without direct number of the sender.

3) We speak to call center agents - every time different person.

4) We get computer generated letters hence signature not required.

5) We get letters signed by authorised signatory (un-named)

6) We can return goods only within fixed time/day. However they sale us 24 X 7 thru outbound call centers even if we are in toilet. (they have refund policy but no sale policy)

7) They send us most complicated prize winning competition documents every now and then. (Earlier Readers Digest now India Today)

8) They offer attractive prizes on joining the club but when time comes to utilise membership advantages we are least preferred.

9) They make fancy website  but wants us to call them by not providing online contact help/mail.

10) All of them work only for MONEY and Profit & not for customers. '

Its a lose lose situation out there and not win win. Customers are unhappy (shifting brands, no brand loyalty,no trust, frustrated with the way they are being treated) and marketeers are fighting in their own red ocean (no customer centric innovation or focus).  

Saturday, January 15, 2011

Customer Experience turns Citizen Experience in Gujarat

When CUSTOMER experience thinking is applied at state level it becomes CITIZEN Experience (Aspirations) management. CM Narendra Modi very well knows this and applying the same to his fullest capacity. I was in Gujarat on 12/13th of Jan.Vibrant Gujarat - Amazing Show of Strength of Gujarat and what one man with dedicated mission can do.

One has to be there to experience the vibrancy in people of Gujarat just because of their leader is doing every bit to develop and promote the state. Not only political leaders but our corporate leaders also have to learn many things from this vibrant leader. How is he driving the state keeping people's development agenda at the CORE. He believes that customers i.e citizen come first. Billions of dollars of MOUs, investments, people centric innovative schemes, celebration of festivals on large scales, explosion in infrastructure development & what not!!!

Two eye opener (political) when I was returning from Gujarat: US wants to partner with the state under his leadership in 2013 Vibrant Gujarat  Summit and benefit out of the state's economic development but no Visa to man who is making this happen (Duel Standards, we need more of wiki leaks to bring out hypocrites in political system world over) and secondly India need leader who can think, act and delivers and not only scholar and learned as PM. Leaders and not scholars can run the state , country and for that matter any institutions.

Saturday, January 8, 2011

Have U ever been WOWed !!!!! ????

Inviting Views from Professionals & Customers associated with:

  1. Real Estate 
  2. Hospital  
  3. Retail 
  4. Banking

Industries to share their CUSTOMER Delight Business Processes. Implemented as insiders or Experienced as customers. (All other delightful experiences as a customer r welcome)

Tuesday, January 4, 2011


During last 7 days columnists in leading business papers wrote abt Customer Experience and WOW !!!  THRICE.

1) In Mint Shuchi Bansal - Marketing & Media Editor referring to wow!!! customer services by Quintessentially Services.

2) In ET , Amitabh Chaudhry - Chief HDFC Insurance talking abt Customer Centricity of the Organisation.

3) Today, Ruchard Branson in the Mint talks abt Delightful Customer Experience as core competency @ Virgin.

However unfortunately most Top Managements in India still think Customer Experience is marketing and customer services department job. Whenever I speak to the owners of the businesses abt the subject, 9 3/4th  out of 10 refers me to their customer service and marketing dept. They even dont bother to know more abt it. 

They will do every other things to push their sales , spent time with brand designers , media and ad agencies, large growth options thru M & A, large fund raising , but when it comes to customer and customer experience they turn it to other departments. I fail to understand for /with whom they spent time if customers are not their priority or domain!!! 

No one , in fact no one thinks abt customer WOW !!! Moments,  forget designing that WOW !!! moments. 

In the world of online fulfillment , all physical businesses will keep fighting and bleeding in red ocean unless they make compelling reasons for the customer to experience their offerings. 

This will not happen without the top management's passion for the customers.

Saturday, January 1, 2011

Go out of the Way and Do something worth Cherishing during 2011.

Happy 2011 

How to Make it Memorable & Delightful (i.e. HAPPY) for all the stake holders. i.e. family , friends and business associates, share holders , colleagues, & CUSTOMERS?

Don't Just Wish them do something to make it Happen. 


Will work with more Clients in helping them creating WOW!!! Customer Experiences. 

Will take up start up mentoring so will share my experiences in entrepreneurship. 

Will continue to share my insight on real life HAPPINESS drivers.

Go out of the Way and Do something worth Cherishing during 2011. Life is truly SHORT.