Season’s Greetings
As we bid adieu to this year and welcome the New Year, I thought I would share some of the brands, persons, services that have verily wowed me by their consistently wonderful customer orientation and refreshingly high octane passion for consumer delight.
In a way am inspired by the recent column in Mint by Vandana on her Tough Customer which has chronicled some firms for their avowedly fantastic consumer experience.
The difference is, the following list is purely a function of my own experience or that of my family members…Sure you may have your own unique list or even a contrary experience to that of mine on the very same list…perfectly possible…but it’s a small step in thanking the following brands/personnel for their DNA that is so ingrained with tenet of serving the customer…no questions asked.
List may contain across different categories, though such categories or the firms in any way exhaustive. Its just that my interactions or experiences may have been limited to other potential universe of brands and services in BLR.
First the bounds. Customer experiences as governed by the
· ability to proactively deliver on the commitments,
· being responsive
· being open to suggestions or intrinsically excelling on the earlier wonderful service
Mr.Narasimham: he is non-descript, unsung, middle aged person, who works for a small time financial instruments distributor, who makes his living by ensuring that the customers’ bills/premiums are paid in time, by collecting them, depositing them and sending the acknowledgements.
Reason: He goes to the extent of reminding me, just prior to his scheduled cataract operation, about the impending premium payment on my insurance policy, provides alternate colleagues contact details , provides complete data about my premium and ensures on his employer that everything would be in proper order. Such is the vehemently passionate urge to service the customer. Its truly non-pareil. I don’t pay a dime for this uber professional service. I am a mere customer of his firm over the last 7 years.
Eye Care
Vasans Eye Hospital( Rajajinagar): Dr.Anand and his team of professionals at this center, have perfected the art of understanding the inherent requirement of the patient and attend to her in utmost commitment, patience, assurance and empathy. I am yet to come across any other hospital that can rivals the genuine warmth, prescient insight into patients mind and above all that reassuring touch, to catalyze the healing. No wonder it’s the world’s largest chain of eye care hospitals.
Lifestyle
Titan Eye Plus: Vyalakavil: this place is commitment personified. The optometrist goes out in re-checking the glasses, fits in the exact measurements, explores all over the branches and ensures that the committed frame, glasses are delivered to the much satisfaction of the customer. It’s the similar experience with their Indiranagar branch.
Retail
Croma: New BEL Road:sales person exudes confidence in the know of things..not out of swagger but out of genuine insight into the product specs, competing alternatives, market trends and realities of availability online and offline. Phenomenal assistance to the consumer in providing the much required information and helping the consumer make the right choice.
Once the choice is made, she has ensured that the new item is delivered and old similar item is traded in, exactly around the same time that she has committed a day ago. Best part is that the outsourced transportation agent proactively calls up well in advance to deliver, delivers it, provides the warranty, seeks the feedback on the form, asks no tips, leaves the premises with utmost professionalism with neither a whiff of expectation of tips nor any acceptance of preferred tips; which means the complete chain is verily integrated to breathe some basic tenets what Croma believes in for the better consumer experience.
Even better is the customer feed
