Cus­tomer never on the back seat

The Smart Manager - - First Serve -

Com­pre­hend­ing ever-evolv­ing cus­tomer needs, em­pow­er­ing em­ploy­ees, and con­stant in­no­va­tion have led BookMyShow’s cus­tomer ser­vice cul­ture. For ex­am­ple, they changed the tick­et­ing process at the box of­fice based on cus­tomer feed­back. They in­tro­duced a tech­nol­ogy that helped their ex­ec­u­tives di­rectly scan the bar­code and print the ticket as op­posed to the ear­lier method of the tick­et­ing ex­ec­u­tive typ­ing in the book­ing ID. This re­sulted in sig­inif­cant time re­duc­tion. Anil Makhija and Ko­mal Chainani tell us more about the com­pany’s un­wa­ver­ing fo­cus on the cus­tomer.

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