Wishing you all a Merry Christmas and a wonderful New Year. Lets hope that the year 2014 will be the year of change – year which might see Indian politics giving way to new Parties, social media playing a much bigger role, more discounts, more happiness and overall a Better India!!!

We have seen iPhone 5S and 5C launching in India at almost the same time as in other parts of the world., We have seen Star Sports launching 6 channels for Indian consumers, we have seen Nanos and Jaguars lining up for Indian consumers, Groupon selling Onions at Rs.9. Whats next for the price fiery consumers but who wish they get high quality products at a discounted rate?

India is Unique. We have over 100 crore unique brand ambassadors representing over a million brands. We need products that are unique to Indian market. If we can register and buy Onions from an online store, that means if there is a value i am ready to buy from anywhere. Be it online or offline. We need an integrated shopping experience.


Your customers are your brand ambassadors.How much rupee you spent on marketing campaign, a frustrated customer can spoil your party. Treat your customers as if he is the only one for you! This way you can get a free word of mouth marketing and its a double benefit for you this festive season.

How a socially active brand turned a frustrated customer into its brand advocate. The story of ola cabs shows that our brands are changing to the times. But the question is how long should they take to build this trust. Mistakes are bound to happen, but its about how you face this situation. Here Ola cabs came up with a nice cute way to solve this problem. But is that an ultimate solution. Can they come up with such cakes every time. They need to stick to their promises and deliver the customer delight through the core service that they offered.

Redbus is one of the best startups from India when it was launched way back in 2006. One of my friend was travelling to his native for Christmas through a ticket booked through Redbus. The bus service got cancelled that morning and he was refunded the entire amount to his credit card account. Though redbus provided an alternate option to travel in another bus on the same day, the customer delight is when he got the alternate option at minimal waiting time and mental torture!

I would love to complete this post with a video of WestJet airways Christmas Miracle – real time giving. A simple idea which brought cheers and smiles on the faces of customers who chose WestJet to travel and ultimately happy customers. This shows that someone really care for you and that care cant be represented in a better way than this. Its not about the effort and time that they put on uniting this effort but the HAPPY FACES of their customers. Thanks a lot WestJet for this amazing experience that you gave your customers. A True Customer Experience. Which brand offers such a delight in India?


Courteous treatment will make a customer a walking advertisement. Remember Word of mouth marketing isn’t about giving customers talking points, as if they were brand spokespeople. It’s about delivering an exceptional customer experience that makes customers want to recommend you. (Courtesy – Deborah Eastman)