tag:blogger.com,1999:blog-7445558282646097463.post4342203172833950804..comments2023-09-27T20:05:29.145+05:30Comments on Third Umpire on Branding: Brand sceptics?Anonymoushttp://www.blogger.com/profile/13925165090244656996noreply@blogger.comBlogger7125tag:blogger.com,1999:blog-7445558282646097463.post-11394159072429687502009-03-06T06:50:00.000+05:302009-03-06T06:50:00.000+05:30Sridhar!A few more thoughts on some of your observ...Sridhar!<BR/><BR/>A few more thoughts on some of your observations:<BR/><BR/>It looks like the Joe/Jill customer in India has a level of ego that he looks for being satisfied, an imagined position in society that she brings to bear in dealing with sales people/service providers, a misguided or misinformed entitlement to certain level of service and promptness, thus looking down on people serving these people. This is matched by sales people in certain occupations like Natl. banks where the risk of lack of courtesy is perhaps non existent. Add to this is the resentment due to the perception of being bossed by Joe/Jill and the resulting animosity bordering hostility. This is a powder keg. <BR/><BR/>However, this does not play out this intensely when the two parties are in the open which is the case inside the aircraft. So the certain peculiar behaviour is some what muffled. <BR/><BR/>While I wrote the above at the back of my mind I was in absolute admiration again, for example, of the sales people in the clothing and Saree stores in many places in India and the street vendors selling fruits and vegetables. They provide a classic example of the extent to which they will go to please any customer, from the most gentle to most hostile, with equal energy, perseverance and cheer for the most part. I SALUTE THEM,A GREAT GROUP OF SOCIAL WARRIORS FOR GOOD CUSTOMER RELATIONSHIP. EXCELLENT EXAMPLES TO LEARN FROM.<BR/><BR/>Regards <BR/><BR/>SundaramAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-77858713622670715352009-03-05T11:19:00.000+05:302009-03-05T11:19:00.000+05:30As eloquent as the talk last month! It is very we...As eloquent as the talk last month! <BR/> <BR/><BR/>It is very well written, like your other articles. More power to your keyboard!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-35309432696732540062009-03-05T11:15:00.000+05:302009-03-05T11:15:00.000+05:30Reading your delightful article on loyalty set me ...Reading your delightful article on loyalty set me thinking..brands have to now looking to delivering positive interactive experiences at each and every stage of their interaction with the end consumer.... These collective positive experiences is what drives a consumer to loyalty towards the brand. So the new era of deliverables now includes product promise and delivery, processes of engagement evaluation of the "experience" at each stage and closelooping to greater value generation. So brands have a more refined , selective and mature consumer to go after in the future.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-52476135157040422222009-03-05T11:12:00.000+05:302009-03-05T11:12:00.000+05:30Have been through the article. An amazing take on ...Have been through the article. An amazing take <BR/><BR/>on Loyalty in the context of tomorrows customer.<BR/><BR/>As always I derive a great learning just listening to you <BR/><BR/>or reading your views.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-76443617102360533222009-02-27T12:53:00.000+05:302009-02-27T12:53:00.000+05:30Yes, I have banked for over 4 decades with nationa...Yes, I have banked for over 4 decades with nationalised banks and they have definite value though they have not carried the entire team with them on service.<BR/>RegardsAnonymoushttps://www.blogger.com/profile/13925165090244656996noreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-1139458403148536962009-02-27T04:02:00.000+05:302009-02-27T04:02:00.000+05:30Hi Sridhar:Another excellent article from your wor...Hi Sridhar:<BR/><BR/>Another excellent article from your work desk. I was tempted to suggest some comparisons, but that can wait for a while. HOWEVER, this one does not have to wait because it is in light vein. Hope the humour is acceptable...Read on...<BR/> <BR/>The postive approach by the jet airline inflight crew versus the front counter experts in the Nationalised banks and their view of the customers. When I read about the Natl. Bank working experts my thought went like this...<BR/><BR/>BUCKLEYS! It tastes awful but it works!<BR/><BR/><BR/>SundarAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-7445558282646097463.post-37940578255261860692009-02-26T18:55:00.000+05:302009-02-26T18:55:00.000+05:30Dear Sridhar, I am visiting this blog after a long...Dear Sridhar, I am visiting this blog after a long time. And i found your earlier one on the satyam fiasco quite interesting. One point i would like to disagree is that the satyam brand wasnt destroyed in just one fortnight. The destruction started 7 years back when the fraud started. this actually is proof for the saying perception is reality. Till the scam brooke out the brand satyam was like the sand castle in the beach waitin for an accident to happen. And since no guy ran over it trying to take a catch Mr. Raju decided to break the castle himself. Maybe because the seabreeze was getting too strong anyway for the castle to hold.<BR/>That apart I am not so sure whether the whole thing is as simple as Raju stated in his confession letter( or suicide note as some one called it). There are a lot of questions left unanswered. WHy did he have to confess after 7 years. Or is this whole thing done with political support and wants to get out of this frud with just a wrap on his kunckles since the elections are just a few monhts away and things could have got worse for him after that.<BR/>The timing of the annooucemnt of his confession leaves a lot of questions. It was during stock market hours. And within minutes of the news the sensex divided and hasnt still recoverd. It is impossible to believe that no one has made money in the market who had knowledge of this news earlier. If that was true how come so many of the satyam top management including the current internal ceo offloaded shares just days before the fraud announcement. It cant be a coincidence. And do we know that no top guy has been behind bars for a corporate fraud for more than a few months including ketan parekh and harshad mehta.Even sanjay dutt which is of couse not quite a corporate fraud though. Obviouslly there is more to it than what meets the eye. Anyway We are through with india 9/11 and inidias Enron. What next!Anonymousnoreply@blogger.com