We should not judge people by their peak of excellence; but by the distance they have traveled from the point where they started.

Sunday, March 4, 2012

Global Indian company vs local Indian consumer

While reading different articles on Economic Times, I could not stop myself thinking about the different ways conditions in India could be improved for the common man ....

For example. When I read this article by Sunil Mittal about how he wants to replicate the success of "minute" calling in "Data revolution" in India, I felt emphatic. I felt happy because some day, I could imagine myself roaming around in streets of India and using Google Maps to find out in real time, the latest happenings around that street. A pure silicon valley dream, however, if we have enough data available in India, this dream should not be a distinct dream.

However, as I turned to read the comments on the article by various readers, I understood one difference immediately. In reading the article, I was looking at the global picture. The local picture was totally different. Go to any grass root level and there are enormous level service problems. From the irregular infrastructure, to in-adequate trained staff, to third class customer service. The real problem a customer faces is huge. 

So here is the next thing that I thought. What would be the best way a virtual customer service be provided. At present we have the concept of consumer forums, customer service departments, etc. where complaints for the services could be launched. However, most of the times, due to sheer number of complaints and lots of problems in the process, a customer still feels helpless and is totally clueless about whether he would get any justice at all.

Could there arrive some business model, which would provide guarantee of quality of service by linking together, the accountable company who is supposed to provide the services, the consumer who is provided with faulty services, and the intermediate third party who guarantees this service. Could technology be of any use in this case?

For example. The article that I read, itself could speak for itself. There is the article, which talks about hopes of data growth and there are consumer negativity. Could reaction to such articles which are also read by the company people be directly propagated to masses, to generate a support about inefficiency....blah blah blah...I know some private companies trying to do this, however this model could be more fine tuned to understand how it could be made to work in a better manner. 

Some time soon, I would wish to see a happy Indian consumer.....

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