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Posts Tagged ‘CRM

I must admit this is a rant. I must tell this story, however, about my experience with Domino’s Mumbai centres. This is what I wrote to on the Domino’s’ “talk to us” web tab.

I tried to order a pizza from “A” centre to be delivered to my place which is near Apna Bazaar in Andheri(W). First of all the centre respondent, after taking down the entire order, told us that they could not deliver because we ordered for four pan pizzas citing that its not a bulk order.

If that’s company policy – it is okay but whose responsibility is to indicate the same on the website?
We then tried four different centres to get our pizzas delivered. Finally we found the Jogeshwari centre who could DELIVER our pizzas.

My logic tells me Lokhandwala centre would be closer to our place. Anyways that could be the problem of your software. But isn’t indicating “that we don’t deliver until you order zillions of pizza making it a bulk order” Domino’s’ responsiblity.

WHY CAN’T THE CENTRE RESPONDENT HAVE THE COURTESY TO OFFER US HELP AND REDIRECT US TO THE RIGHT CENTRE? Where is your CRM in practice? If this is what it delivers – then it is of no practical use as far as I see. Revamp it. The point is basic courtesy is prevalent in normal life but curiously not in business. Are we customers from MARS?

PLEASE ACKNOWLEDGE THE RECEIPT OF THIS CONCERN ON MY E-MAIL ADDRESS. Otherwise I would think that this feedback is just another web – form. AWAITING ANY RESPONSE.

As you can see I am miffed but two learnings from this episode.

  1. Domino’s has a location segmentation that thinks Jogeshwari is closer to Apna Bazaar in Andheri(W) than their Lokhandwala centre.
  2. Forget CRM, I think the phone respondent could be taught to at least handle customers as humans. We are lost looking for a number from where we can order our pizzas.
  3. Why can’t Domino’s change their website so that the consumer can point out the nearest location on a map (that derives out of their location segmentation software, if any) and spews out a number that will get his order.
  4. If you are setting up centres that deliver only bulk orders, then isn’t it the priority to first apprise the customer of the same.
  5. Best CRM still is extending basic courtesy from day to day life to business as well.

End of rant and Amen!!

-egghead

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Twitter is a great place to listen to what customers are saying about you and your service, online and real time. Go here and type in the company you want to listen to. After seeing this tweet (the micromessage in Twitter world) I decided to do the search myself and see what’s the world (India) saying about Tata Indicom. Here is what I found out –

“Finally got cell no of tata indicom service head. 3 days. said i was cancelling. now he says someone will visit by 1 tom. shameless really”

Day 3 of broadband outage from Tata Indicom. working on a dialup is just so frustrating”

Broadband finally up…had to escalate issue to Tata Indicom Nodal Officer…but good follow through after escalation.”

“Tata Indicom large file downloads being interrupted. No ack or resp to my mail after 48 hrs. Cannot even transfer my backup files anymore.”

Good experience with Tata Indicom Internet for past 2 years..unfortunately, it is getting bad..internet down for 72 hrs and no followup -:(“

We will be initiating consumer [….] against a TATA Indicom Tele services in Pune,one staff is acting as govt office, red tape..”

This are in addition to some kind words here and there. I follow the economist Atanu Dey on his blog. He also seems to have the unkind words as reflected above. Here is a sample from his blog

Not only do you get put on hold, but while on hold they have the most astonishingly irritating music that they play at an ear-shattering volume, and interrupt it every few seconds to announce, “Tata Indicom, the best way to connect to the Internet”, “We know your time is valuable and appreciate the time you have taken to call us”, “Please continue to hold as our customer service executives will be with you shortly” ….

At midnight, Tata Indicom terminated my internet connection. I had renewed my subscription three days ago and yet the connection was terminated at midnight. I spent the last half hour on the phone arguing with their customer service people. The facts are clear and agreed to by Tata Indicom. They did receive payment for the renewal of the service three days ago. Yet they terminated my connection.

We all learn that customer service is paramount and “graahak devta hota hai”. However here is a collection of some 10 – 15 voices from the web that are complaining about the service from a service provider and something clearly emerges that in the past week the service has been particularly problematic.

But playing the skeptic, here are the questions that I am left without any answers –

  1. Is this problem strong enough to warrant a Tata Indicom presence on a social media platform (similar to the likes of @comcastcares on twitter)?
  2. Are these numbers large enough to accept that there is a problem in Tata Indicom’s service?
  3. Is it relevant and necessary, in India, to have a social media strategy in place YET?
  4. Has the web matured in India that companies have to sit up and take notice?

However Tata Indicom being an internet connection provider, doesn’t it make sense for them to monitor the web for such “experiences”. Had they done it this and this would not have happened. That’s three clients (including me). The bad news is that bad word spreads and the good news is that the good word also spread.

“ouch.nd here i was planning on a tata indicom conn.dang” – One potential client lost

they just suck big time. looking for an option. need 2 MBPS unlimited bandwidth at least. currently paying Rs.4000/pm. Suggestions?” – One existing client lost

Customer equity for taking, anyone, Tata Indicom are you listening?

-Egghead

I still don’t know how monetizable “Twitter” is but it is sure a great way to connect to the customers.

Want proof, I got three of’em.

Proof 1 – From a guy whom I follow in Twitter

Proof 2 – This happened to me. The $840 Million online shoe retailer, Zappos, had a promotional website  which had spelling mistakes which I pointed out here and tweeted about. So what happens is –

They start following me on Twitter.

 

How Zappos tracks Twitter

How Zappos tracks Twitter

 

and

the website is rectified.

Proof 3 – This also happened to me. I am a frequent user of URL shortening service called cligs. I reported about its downtime on twitter and “baah” they send me back an update. That’s really cool.

EndGame – Proof 1 was from a real tech geek blogger who IS NOT in the long tail. All other proofs are from a web user who IS in the long tail, as normal as it can get. If companies like these are tracking what people like me are saying then I say “more power” to them.

For MBAs (hopefully, soon, unless the powers-be decide to flunk me) like me this is a personal lesson in customer experience management.

-egghead

When Jonathan Fields spotted William Shatner waiting to board a JetBlue flight at New York’s JFK in May, he did what any other self-respecting blogger would do. He popped open his Apple (AAPL) Mac, connected to the Web using the free Wi-Fi provided by JetBlue, and used Twitter to share the sighting with pals. “JetBlue terminal,” Fields wrote on the blog service that lets users send short messages of 140 characters with status updates to groups of friends. “William Shatner waiting in pinstripe suit and shades to board flight to Burbank. Why’s he flying JetBlue? Free, maybe?”

But he was caught off guard by what happened next. Within 10 seconds he got an e-mail informing him that JetBlue (JBLU) was following him on Twitter.

This is from BW’s write up on the impact of twitter.

Should I say CRM?

-Egghead

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RMT

Posted on: August 7, 2008

Introducing Random Marketing Thoughts (of the day; mine and others collected from the blogs)

Nemo had an exposition earlier on CRM. So while pontificating on CRM I thought why not play a little on it (I am good at juggling words) so I thought instead of

Customer Relationship Management which is CRM

why not we introduce an element of “advocacy” in that (which the CRM lectures infinitely hammered on us) and introduce yet another JARGON

Customer Managed Relationships which is CMR

I guess Web2.0 would play a big role in this.

Endgame – They (read as the industry) are already thinking along this direction.AYYO!

Boom Baah Bust!

-Egghead

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