Category: Customer Engagement

Customer Engagement

Ideas for Big bazaar to improve their check-out situation..

I am one of the many people who dread the thought of going to Big Bazaar for shopping but do so due to other social compulsions. The reason I dread going there for shopping is the time it takes to check out once you have completed your shopping. There have been instances when it has taken me more than 60 minutes to check out. There have been times when I’ve dropped the articles I had selected after seing the que at the check-out counter and left for home as I thought it is not worth standing in a que for […]

Customer Engagement

Travel booking sites are destroying the airline industry..

The proliferation of travel booking sites like (travelocity, expedia, makemytrip, cleartrip, Yatra, etc) have reduced the airline industry to an industry competing purely on price and this is telling on the profitability of the industry. This so happens as price is the easiest way to compare multiple airlines. That coupled with the fact that most of the ticket bookings happen on these sites provides them with too much influence over the airline carriers and sets off the negative spiral of lower and lower prices for sectors. Result is that almost all the players in the industry are in the red. The airlines […]

Customer Engagement

Let’s stop being a jerk

Today, I was flying from Bangalore to Mumbai in a 6Am flight operated by Indigo. There was a delay of 5 mins to start the boarding due to multiple reasons: There were not enough coaches to ferry the passengers to the aircrafts. The airline was boarding 3 flights simultaneously and looks like the capacity was only to board 2 flights. The security guard was late in arriving at the boarding gate. Though this was something that the airline needed to get right everytime to ensure customer satisfaction, I think a delay of 5 minutes was something we could make up. […]

Customer Engagement

Why don’t credit card companies understand customer service ?

I got an SMS from my credit card provider (IndusInd Bank) indicating that I am eligible for an increase in my credit limit. The SMS also informed me that I should send an SMS with a specific text to a specific number. I did exactly that. Guess what happens next? Nothing ;-( No response from the service provider whether my SMS was received or not! No response from the bank if the credit limit is increased or not! What can be worse? I get the same SMS again 10 days later and when I send the SMS again, nothing!!! Why […]

Customer Engagement

Referrals are to Dine for…

It always feels great when we get some really good service. Also, looks like the restaurant has figured out the most important criteria for a successful referral program: Simplicity (The program should be really simple to explain, understand and share with others. Thank and reward your referring customers (It seems really simple and common-sense to do this, but you will be surprised to know how many businesses fail to thank their customers who refer the business to new friends. Keep up the service levels (Once you start getting new customers, businesses thrive and a lot of them fail to keep up […]