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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Hi Sanjay,
I really feel that customer delight is of utmost importance for any company. And we are working hard to acheive that daily.
I have few bad experiences with Indian customers in software projects. One customer US green card for US based company delayed last specs for long time. Another US located Indian wants “all” at a very low price to create youtube/myspace like website as he has few websites where these are done at $100 also. 🙂 🙂
These kinds of customers should thrown…not delighted…