Don’t Discriminate Customer Support or Customer Experience!

Is there a point in mindlessly babbling about “Superior Customer Experiences” when brands don’t serve all segments of customers equally?

I do understand the concepts of customer segmentation, differential pricing and need for premium value for premier customers etc.

Products, Pricing, Promotion, Placements and other factors can be differentiated based on the value brands gain in return. But brands cannot show discrimination in service aspects like “Customer Support” and “Customer Experience”. This will only produce detrimental results while sustaining growth.

We witness “First time flyers” and “Economy class flyers” at Airports are made to wait in queues whereas “Frequent flyers” and “Business class flyers” are expedited through counters without wait time. This is understandable as it is a result of mutual value exchange.

But a Telecom service provider discriminating pre-paid and post-paid mobile subscribers by removing access to “Customer Tele-Support Executives” for the former category is something that needs to be better understood.

The pre-paid customers aren’t taking free rides from telecom companies. They pay for what they use and just don’t commit to pay fixed monthly charges.

Below are some questions that come to my mind.

Do these brands explicitly quote their “right to refuse service” before acquiring such differentiated customers?

Aren’t their flaunted customer experience programs capture these point of views and report back?

Are there not any regulatory boards that inspect these promises frequently to ensure compliance?

I am not sure, if this is the same case with B2C service providers in your regions as well. I am keen to learn from your experiences on similar service discrimination.

P.S. I am a Post-Paid Mobile Customer.

You have been Commoditized! Now, what you have to say about that?

It was not long time before we started adopting social technologies to explore, connect, communicate and make a real-good use of the time and effort went in.

  • Some make money, Some gain knowledge, Some connect with people
  • Some establish leadership, Some increase mere pride

Regardless of the purpose, soon enough, we realize, We, “The Users” have become commodities in the very same market we operate in 🙂  Continue reading You have been Commoditized! Now, what you have to say about that?

Why Thanksgiving Day has become an integral ceremony in India?

Holiday, Feast, Memories!

A whopping number of 3.4 Million Indians living in the United States alone get the Day Off to increasingly connect with friends, select colleagues, neighbors and more importantly to greet families back home for their continued moral support. It is a festive day for Indians in India as well.

Regardless of the choice of food among Vegetarians or non-vegetarians, they are known to lavishly prepare enormous food recipes for families, guests and neighbours. World famous spicy Curries, Chutney, Tikkas, Parathas, Briyani, Paniyaram, Roti, Gulab Jamoon, Desserts etc. are omnipresent.

Bollywood theme based Karaokes, Cards, glimpsing to Family photo albums or hours long Skype calls to distant families are another important scene post the feast. This is remarkable as Indians by design are used to live in tightly knit families with extended family ecosystem.

I Thank @Raja KM, @SriDevi Muthusamy, @Navaneetham Selvadurai @Santhamani Marappan @Ajeeth Kumar @Anish Sasidharan and @Madhumathi Yogeshwaran who live in Great Britain and being part of our extended family, bringing us smiles, when we recall good memories shared together. Happy Thanksgiving!

Beyond professional boundaries

Including me and so many others in India work for US based MNCs. After an initial brief personal introduction to our stakeholders for the first time we get to connect, work continues to go on for years without having time for sharing about life beyond corporate boundaries.

Ceremonies like #Thanksgiving offer that chance to greet our stakeholders regardless of professional hierarchies and Thank them for however exciting or miserable they have made our lives, get to know their celebration plans and later a glimpse of how did it go.

I am Thankful for @Martha Mealy, @Michael Monday, @Jared Bengtson, @Sunil Hiranniah, @John Flavin and @Bharath Sritharan who live in North America as colleagues, mentors and friends forever helping me learn and excel in my career. I truly respect that and looking forward to learn more about your Thanksgiving Day celebrations. Happy Thanksgiving!

Black Friday/Cyber Monday

From ancient days, Indians purchase a lot and if there are discounts, then there is no second thought about it! I have heard stories from Indians who plan their vacation in US during just for Thanksgiving Weekend to People who dictate mile-long purchasing lists over the phone from India to buy in United States. It would be exciting to read community wise shopping results post this crazy weekend.

Indian e-commerce industry is doing plenty of mega deal days like Black Friday and Cyber Monday and make it happen almost every other weekend. However companies like eBay are opening up Global Thanksgiving Deals via Global Easy Buy upon understanding the buying potential in our region. I am sure they won’t be disappointed. We are game for expanding our collections!

#digitalmarketer #constantlearner #absurdist #daydreamer