March 2008

The Great Indian Customer Experience Mythology

I have a strong belief in the term customer experience. It matters to me since being a usability professional, it deals with the user’s satisfaction levels. Personally my priorities for purchasing a product ranges from brand loyalty to my expectations out of using the merchandise but if the after sales service is not provided, the product remains underutilized sitting on the investment which I made. Almost any time I decide buy something here, I shudder to think if the company would remember me as their proud customer and provide timely help when I need it. My experience suggests that never happens to be true. I went one of India’s biggest shopping extravaganza, to buy a wallet of my favourite brand. Having finished the deal, I set about dumping my old pouch and started transferring the cash and cards when I realise that the INR 895 (about USD 23) container did not have a pocket to collect the coins. This excuse was enough to promptly ask for an exchange within 10 minutes of purchasing the wallet.

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In Nature's Arms

A flower species in full bloom at the National ParkWhen existence becomes boring, painful and demanding. When drudgeries of life begin to overtake you, it’s time to immerse yourself in nature’s arms. I have always loved being one amongst nature and as a member of the honourable Bombay Natural History Society (BNHS), I could not have left the chance of exploring the deeper jungles of the Sanjay Gandhi National Park go unnoticed. So here I was on a Sunday morning in my trekking gear (without carrying the most important kit of all – water), joining a group of nature enthusiasts at the entrance of the park and of course my dear friend Hemant who was giving me company with his Nikon D40 and the works.

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