Best Prac­tices in Cus­tomer Sat­is­fac­tion

FICCI Business Digest - - States -

FICCI or­ga­nized a round­table dis­cus­sion on 'Best Prac­tices in Cus­tomer Sat­is­fac­tion' in Chennai on 22 May 2018. Ku­mar Jayant, Prin­ci­pal Sec­re­tary, Co­op­er­a­tion, Food and Con­sumer Pro­tec­tion Depart­ment, Govern­ment of Tamil Nadu, urged com­pa­nies to 'de­light' the cus­tomers by pro­vid­ing them with sundry ser­vices that pro­vide value ad­di­tion to prod­ucts and cus­tomer sat­is­fac­tion. Fur­ther, he pointed out cus­tomer fo­cus, ex­e­cu­tion, cul­tural knowl­edge, sim­plic­ity in struc­ture as the most im­por­tant ar­eas for trans­form­ing busi­ness. Ac­cord­ing to him, knowl­edge, in­no­va­tion and lead­er­ship are the sec­ondary do­mains to­wards a per­fect recipe for sus­tained busi­ness suc­cess.

Be­jon Misra, Con­sumer Ex­pert & Man­ag­ing Di­rec­tor & Trustee, Con­sumer On­line Foun­da­tion, said that prompt re­dres­sal of cus­tomer griev­ances is an im­por­tant as­pect of cus­tomer sat­is­fac­tion, which comes

from part­ner­ship with cus­tomer, or­ga­ni­za­tion, in­dus­try as­so­ci­a­tions and govern­ment.

Hem Pande, For­mer Sec­re­tary, Con­sumer Af­fairs, Min­istry of Con­sumer Af­fairs, Pub­lic Dis­tri­bu­tion, Govern­ment of In­dia, said that con­sumer courts and lots of pend­ing cases are proof that we have es­sen­tially failed in de­liv­er­ing sat­is­fac­tion to cus­tomers.

Kavitha Dutt, Co-Chair­man, FICCI Tamil Nadu State Coun­cil, said that cus­tomer loy­alty is paramount for sur­vival of an or­ga­ni­za­tion. She added that dra­matic changes in tech­nol­ogy have opened up new ways to con­nect to cus­tomers.

L to R: Ruban Hob­day, Head, FICCI-TNSC; Be­jon Misra, Con­sumer Ex­pert & Man­ag­ing Di­rec­tor & Trustee, Con­sumer On­line Foun­da­tion; Ku­mar Jayant, Prin­ci­pal Sec­re­tary, Co-op­er­a­tion, Food and Con­sumer Pro­tec­tion Depart­ment, Govern­ment of Tamil Nadu; Kavitha...

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