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. […]

Ideas

The myth of RoI for IT investments

What is the most important 2 words that you will hear when you listen to a salesman trying to sell an IT solution to a prospective customer? RoI – Return on Investment TCO – Total cost of ownership These are two holy cows that are omni-present in any investment. In my opinion, the time has now come to slaughter these holy cows, at least from an IT investment perspective. How many times have we seen that an organization is slow in adopting new technologies which have the potential to create substantial gains in the market place due to the consideration that their […]

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 […]

Ideas

Self-induced power-cuts and some other ideas to help energy crisis..

Simple questions that could lead to better usage of electricity:  What happens if all the homes with UPS (inverter) get off the main grid between 6PM & 8PM accross the country and run on their UPS? (Self-induced power-cuts) What if we can add intelligence to our UPS so that they can detect the usage of electricity and decide if it is   required to stay connected to the grid or not?  What if we can program these UPS so that they automatically cut off from the grid and power the home till they have a specific amount of charge (say […]