I am re-reading How to Sell Anything to Anybody by Joe Girard (book review coming soon). Earlier today, I finished his chapter on Winning After the Close wherein Joe talks about the importance of ensuring customer satisfaction AFTER completing a sale. He gives examples of how he goes out of his way to ensure that […]Read More My atrocious car buying experience is a lesson in after sales treatment for all founders!
Just last year, I was writing praises of Ola’s product mix that allowed it to have the upper hand over Uber. In fact, I was so happy with Ola’s product strategy that not only did I endorse Ola Select’s benefits to all my friends & colleagues and open a corporate account with them but also […]Read More 3 Reasons Why I Believe OLA Has Lost Its Mojo
It took a lot of painstaking effort and careful planning to ensure that I would be in my hotel bed in Hyderabad between 11:30 pm and 12 midnight so that I would be fresh for the conference I was attending today. Bad weather coupled with lousy pilot scheduling resulted in a 4-hour delay, most of […]Read More Who Will Save India from Bad Customer Service
Many people will tell you to “put the customer first” or that the “customer is always right”. While they are correct, these are invariably techniques to deal with customer conflict resolution i.e. to pacify or aid a dissatisfied customer get what they want. Recently, I have encountered many founders who have extended these strategies to […]Read More Dont Let The Customer Lead Your Product Development
Uber & Ola have finally found out that their long-term discounting campaign only helped in distorting the market. However, markets will eventually come back to normal and the fuel behind the discounting campaign (read: investor cash) will dry up as investors focus on the real numbers that drive a business i.e. profits & margins. Many […]Read More Your discounting campaign is suffocating your business!
I usually do not write my blogs before 6-7 pm but the events of my breakfast wont allow me to keep my thoughts within my head. The last time I was in Bangalore I was put up at the Taj Gateway Hotel on Residency Road. The stay was pleasant except for a couple of issues […]Read More Delighting the Customer – the Taj way!
A single conversation with Mikhil Innani (of CouponDunia.com and Pharmeasy.in fame) brought about disruption in the way I have been working with start-ups, especially post investment. The lunch conversation revolved around how a start-up founder (CTO, CEO, COO – all of them) would drive the decision for the next iteration of the product. When I heard the concept it […]Read More Did you involve your customer in product development?
Dear Ambarish Gupta, Our company holds a very unique position between Knowlarity and Exotel. You see, we invested into Exotel when it was in its infancy, but we took up Knowlarity for our communication needs due to a better priced product. They were two different business decision(s) at the time and since we were very […]Read More An Open Letter to the CEO of Knowlarity from a Knowlarity Customer and Exotel Investor
I had recently written a post regarding unnecessary meddling in the Indian aviation sector by DGCA. A day after that Captain Gopinath wrote an article for the Economic Times which voiced similar concerns (albeit on a different tangent) on the sector too. Captain is a pioneer in the sector and I have a huge amount […]Read More LinkedIn’s Inmail Credit – An Example for Other Businesses to Follow