The patience of an Indian customer

I didnt even think for a second coming up for

a title for this post. The Patience of an Indian

Customer. I am sure most of us could easily

relate to this. Are we the most impatient

or the most patient customers in the world.

How many times, we go to a shop and compromise

on a sub-standard customer experience. Waiting

endlessly in a line that never ends, or dealing with

a terrible shopping experience.

It really makes me sick, when we as a nation cannot

understand one simple thing about being competitive

in this global market. The word is Customer Experience.

The recession is a proof that the world has changed.

No longer you can sell on cost margins. No longer you stay

in market because you are the cheapest provider.

The recession has hurt all, the all mighty to the lowly

hawker. So isn't this the time to rethink about how

we think about selling. I liked the book

"What the Customer wants you to Know" by Ram Charan.

A good read and a valuable one. Great insights with

some engaging examples by the champion of management

consultants. And as soon I finished the book, i started thinking

how many times, I was tested for my patience as a Customer.

Be it buying a computer or standing in line to pay the bill.

The Experience is missing. Is it because, we as a Customer

dont pay for experience, we just own the goods, and throw it

once our gratification with it is over. Or is it something else.

I think we all need to relook into what is the competition and

what are its essentials. Customer Experience being one of

them, and the one we dont really count much as far as

Indian standards are concerned. I heard so many asking

what Indian has to do to become a product development

leader. I say we need to know what makes the customer

Experience as delightful as possible. India for many in the

world is its Back office. So many support projects, Call

center and Outsourcing work, we essentially need to be

the front runners in providing the best experience a Customer

can ask for. And I feel thats the next competitive edge.

More on this in my later posts. For now, Start thinking.