In all the businesses that I have been involved in building delighting customers has been a key priority. In India I have observed based on my experiences as a customer that with a few exceptions ( jet airways, spice jet, PVR,some 5 star hotels) customer delight does not seem important.

I have a large LCD projection TV ( Samsung) bought in 2004 that was out of warranty and developed a major defect that would cost Rs 70000 to fix. After some protracted correspondence Samsung fixed it free of cost. I was ready to go to consumer court/media etc if they did not .Now that they have fixed it my faith in Samsung as a company has gone up.

What do others think? Was Samsung stupid in fixing my TV for free or was it good strategy ?

The reason I posted this here besides recognizing Samsung was to encourage more entrepreneurs to think of customer delight in building their businesses.

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