Some stories of Customer Delight Horrors in Indian Telecom - I (Intro)
- Some stories of Customer Delight Horrors in Indian Telecom - I (Intro)
This is a story of my various interactions with Indian Telecom majors as a SME customer. Most of these companies have a Customer Satisfaction Initiative and some of these pride themselves on their service delivery. One has outsourced its entire IT backend to a major IT giant, the Big Blue - IBM.
These companies employ the best brains in the country & hire the best consultants that money can hire and still fail at a basic marketing principal - Retain a customer rather than acquire a new one.
My motive is not to bad-mouth these companies. Some of these are really good. My motive is to highlight something that should be resolved, if these companies wish to reduce customer churn and save associated costs. Nor am I asking any kind of apology or action. The market competition will automatically empower me & other customers, the moment Number Portability kicks in.
Read on…..and do register & post your comments.
Bookmark this Page
If you enjoyed this post, make sure you subscribe to my RSS feed!
Tags: Basic Marketing, customer delight, Customer Satisfaction, Indian Telecom, Market Competition, Number Portability, Service Delivery