I was just reading one of the techTribe blogs posted by Aditya Sanyal. He was short changed by the cute looking Kingfisher hostess. Also recently there was a news item that a cute hostess of Kingfisher was caught in the camera disposing the customer feedback forms!
Many more horror stories about Kingfisher is exchanged around the corporate and cyber water coolers. So I think, though Vijay Mallya may be the Richard Branson of India, he is yet to get the concept of customer service right.
Before now he has been in the product space and not is service domain. In service domain, the customer touch-points affect the brand equity much more than the media image. The mirage created by the media can bring the customers in, but just eye candies are not enough to get a repeat business. It takes 4 times more effort to get a new customer than to retain an existing one.
Therefore, Vijay should listen to what the customers have to say, and fix the user experience.
You can't get away with short changing your customers, if they want to sustain their brand image, Vijay must work upon the service delivery mechanism, processes and above all csutomer oriented policies.
Hope that the King of good times does give you a hell of a flying experience.
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