We live in a world where Marketing and Customer Service remians the backbone behind every customer purchase, whether it be the Bumper Sale around every festival or the fancy Push Notifications, the post sales help or the reliability factor.
The on-the-go activity has increased drastically and with all fairness it has eased our life.
I have been an avid follower as well as always remained in the Indian startup ecosystem since the first boom in 2014 and that being said, learning and growing business remains my centre of gravity.
But, nowadays, I feel, the power of marketing and customer service is being used in not a positive sense.
Two things here –
(a) If you market your issues, your problem is solved quicker or if the company
(b) If you advertise the product in a negative manner, the company thinks the sales will grow
Recent examples of those are –
(i) First and foremost, the inside sales team of Bajaj Finance, take a bow. I sometimes spend time and think on – who are the sources of their database? I mean, really, spare people who really does not want any loans.
(ii) Twitter seems to be an official complaint resolution platform for majority of the companies these days (All my tweets for 2022 have been for customer resolution, please check – https://twitter.com/zankhitdesai)
(iii) Ola recently sent a notification on missed calls from Mom, which apparently did not work and rightly so. The emotions of the children and the circumstances should have to be taken under consideration and not sending random PNs
(iv) Flipkart sent a sale notification on kitchen appliances a day prior to Women’s Day which outcastes the women from equality. It was absolutely unfair by all means.
The ethics of marketing and customer services has to remain old-schooled in order to built a business that is sustainable and makes life easier.
Thoughts? Experience you faced?
