If you are a foodie, then you must worship Zomato. (Burrrp…ahh – sorry; well the perils of post lunch blogging!!!) I have always been writing about great businesses around and it is Zomato this time. How do I know zomato? It was @Ayojak’s clients meeting in Pune when the founder Mr. Santosh Panda came down to India. This was when I, along with @socialsunil, were trying to locate a venue for the same. On a busy yet beautiful F.C. Road in Pune, we happen to enter a restaurant named, “By the way”. We finalized the venue and things fell in place. While leaving after the party, your’s truly observed a small pamphlet on the table that said, ‘review us on ZOMATO’. Whats cool about Zomato? Its name! After
We have discussed about service recovery before in more than one blogposts. It is observed that customers who experience an honest service recovery are more likely to become loyal than those who just receive fantastic service in one go. One of the most important processes in any organization is that of service recovery following a mistake. Research shows that recovering from mistakes can actually increase customer loyalty and contribute to profitability. Customers who experience creative service recovery tell others more often than those who experience routinely good service the first time. Satisfied customers are more likely than others to give feedback about problems and voice complaints directly to the company. Use and share the valuable information collected during service recovery to redesign and improve your
There is an interesting, historical note about Kikkoman Soy Sauce. As you probably know, Kikkoman is the world’s largest seller of soy sauce — the biggest marketer, the most successful marketer of soy sauce. It’s a large company that comes from Japan. They were hoping to be very successful in a very large food and beverage market — the United States. They entered the U.S. in the 1950s. They entered, as most Japanese firms do, from the West Coast in California. And they were selling soy sauce mostly to Asian grocery stores along the West Coast. They sold very little volume, because, in the 1950s, Americans were not used to consuming soy sauce. It was a foreign product. It was an exotic product. You usually
I have tried my level best to remain shut on what Kyazoonga has been doing over the years in entertainment (e-ticketing) industry; however I could not hold myself long enough. No matter how awful their service has been on almost all occasions; the worst part is: they never respond to complaints. The worst thing that can happen in the an of ‘feedback through social media’ is happening with this company. I am not letting my frustration out with this blogpost here, lets talk numbers. Here is a blog – Kyazoonga Sucks started by a Kyazoonga victim who tried to book tickets on 21st Feb 2011 online but ended up making this awesome blog! Another set of people made Kyazunga Hate club here on Amplicate. A ten
Yes, that waiter gave us the cheque just after we finished our appetizers. It was me and @mayank having our evening snacks at Mamma mia, 32nd milestone club in Gurgaon. To our utter surprise, the moment we finished our tea (which was served to us after 30 min delay), a waiter walked to us with the cheque. Before I could sense what this guy just did, my friend Mayank smiled at him and said, “Dude, do you really want us to leave?” The quiet waiter had no answer but no regret at the same time. We took no time in paying the bill and asked for the feedback form, if they had any. Soon the manager arrived and apologized for the behavior, not very convincing.
This is a real interesting experience I would like to share with all my readers. You may take it as a lesson of bad word-of-mouth done by customers / market forces/competition as a reflection to bad service. There was a guy (a customer) who wanted to connect to Vodafone customer care and believe you me it took him more than 3 hours; at the end of which he left trying and gave up. Since his own Vodafone number wasn’t working, he called from another phone for which he was billed and pissed him off further. Here are a few screen shots. @ClockRoots tweeted about his situation Then, since I was following this guy and had same feelings for Vodafone, I RT it. Further, after a