There is a tremendous need of CRM in India. Here customer is not treated as a King. In a price sensitive and emotional economy, the key emotions of pride and value of possession is not given to the customer.
There is no experience, no pride, no feeling of joy in dealing with companies here. From leading banks to car companies… all are the same. In the name of CRM, consumers either have to wait for hours while trying to get through the call center or get irritating calls...
I am a Usability professional and value the user experience in context to human computer interaction. And I really want to extend it to products and services. From HCI it should become HPI (Human Products and services Interaction). I have taken liberty in calling services as products.
Make selling a contextual emotion. I feel BOSE has managed to do this. They know in India not many can afford their lifestyle sound machines, yet they would entertain each customer, understand his need and provide a solution – contextual
Anybody reading this would think, YES, this is what we do... but in actual day to day interaction it does not happen.
Is CRM expensive? NO. Its just the attitude which is rare.
Think about it
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