Best Practices in Customer Satisfaction
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...