"Customer" is not equal to "kasht se marr!"

“There is only one boss – the customer. And he can fire everybody in the company from the Chairman on down, simply by spending his money somewhere else." - Sam Walton, founder Wal-Mart

It appears that Indian companies have neither heard of Sam Walton’s Wal-Mart nor the desire to match the success of the iconic American retail brand. Only time can tell if Bharti’s joint venture with Wal-Mart will erode the Wal-Mart’s image in India (given Bharti Airtel’s terrible customer experience) or boost Bharti’s customer experience quotient (will they learn from Wal-Mart?).

As one among a billion-point-three consumer group, it’s about time that we brought down Corporations and fired CEOs and Chairmen “simply by spending our hard-earned money somewhere else."

This blog attempts to capture my experiences as a customer of various companies/brands, my attempts at getting a better customer experience, and my victories and failures.

My experiences will hopefully offer you an inside view of how companies/brands interact with customers, insights to take away, and practical tips to avoid/resolve customer experience pitfalls.

May the force be with you!