In the service industry, what matters the most is customer satisfaction nothing else. How companies plan and execute strategies to achieve better than ever customer satisfaction is the question to ask. Over the years, Industry Insiders have learned that customer service is absolutely the most important part of any business.
The Quikr, the largest online classified sale, doesn’t seem bothered by it. The company which have no concrete competition from any major player is least bothered about customer experience.
Though Amazon Local Finds was launched in 2017 as a pilot in Bengaluru, Local Finds program is aimed at putting a diverse selection of local products and services under one roof. It’s still under its still in its nascent stage to pose serious competition to Quikr. This has created a sense of arrogance among the Quikr team to ignore customer grievances on Twitter with the attitude that go to hell.
The Quikr had false promised me a refund within 5 days for a refund which usually gets credited in 48 hours in the case Zomato, Swiggy, Uber or any major player for that matter. These people have been delaying for a payment made through PayTM wallet.
I had made a video as a mark of protest but they were least bothered by it.
People will only stay loyal to a company if they have very good experience otherwise, there are other options available elsewhere, there will always someone who is willing to provide cheaper than you can offer. For a company giving zero importance to customer grievance for having a monopolistic share of the market can’t survive for a long time. I think that Indian companies having their customer care in bad shape should take their lessons from Zappos.