Our life is surrounded by experiences of number of products and services some good many bitter :( unfortunately in the country like us where consumer is still unorganised one can just pant and fume over the bitter experiences and let go on the other hand regarding some good experiences we cant share them effectively to aid others to make their mind in choosing the right options.
One of Alok's tweets reminded me of an idea I thought about sometime back to teach a bloody lesson to the companies who don't care about their consumers.
Today these companies are fooling us happily as they know that disgruntled customer can't do much besides due to gigantic growth they are getting loads of first time customers as a result they don’t bother to retain their existing customers. Actually its a saying in Sales that its easier to retain the customer than to acquire a new one however such sayings are becoming myths :( You walk in to any mobile company sales outlet and you find chaos, old customers quarreling for inefficient service and immediately next to them new customers buying the connections.
I have thought of a website which will quantify the harm done by stupid performance of the product or bad quality of the service received by the consumer on the sales of that company.
Let me explain; there will be a website wherein a consumer can register his own good/bad experience about the specific product or service by providing all the relevant details, such as purchase invoice etc to validate the complaint.
Consumer will specifically mention how many more would be consumers of that product or service were influenced by his story ( This can happen in both the cases I mean good as well as bad) depending upon the number of consumers detracted/ attracted the lost/ earned business will be quantified and displayed on the screen.
Consumers will have satisfaction of depriving the company from revenue or helping good companies to earn more business and other customers can learn their lessons from the overall metrics built up by churning this data for the specific product or the service.
This probable loss or gain of quantified potential sale will definitely interest shareholders, Analysts to evaluate the actual performance of the company.
e.g. I as a consumer will register with the website as aggravated customer of Airtel with specific reference to the service I bought and all the details of the reason for my dissatisfaction, then I shall keep on updating how many people I have discouraged to buy Airtel services, there will be an imaginary but proportionate gain or loss component attached to each lost customer.
In this case if I have turned away 10 customers of post paid connection then assuming ARPU (Average Revenue Per User) as Rs.1000.00 I have helped :) Airtel to loose Rs. 1,20,000 and when things are quantified it becomes more interesting for me to build my score :) that is add more and more people to the detracted list and enhance the loss to the target company.
The argument is vice versa as well wherein If I am delighted by the user experience and If I happen to bring 10 customers to Airtel I can see that I am contributing a healthy 0.12 Million to the company which that company can recognize and reward me also for my brand loyalty.
As we know that there are ‘influencers’, in our society and they command the trend setting and contribute to the process of ‘tipping’, as mentioned by Malcom Gladwell in his famous title ‘Tipping Point’, these influencers can take advantage of this platform and we can have a better informed system to make choices about choosing good customer friendly company.
Awaiting suggestions from Rodinhooders !!!!!
I have worked on somethings around the same idea but dropped to implement it because of lack of team to support.
I would appreciate if you can reach out to me at 9873722503.Lets connect offline and see how we can take it to the next level if possible.
Thanks for your reply Amit I shall surely connect with you on this !!
Sure. Look forward to connect with you soon
Another case which makes the entire plan worth the pursuit.
Will connect soon with some ideas
I had wanted to do this for quite a while. The trigger was when i had really bad experiences with both BSNL and Airtel. I did some thinking and got a few use-cases ready, some technical design etc. But then the idea just sat there gathering dust. I believe there is quite a lot of value in this idea.
If you are interested, let's connect and discuss it out.
Thanks Sabarish !!! Looking forward to connect with you drop me a mail at me(at)mandarjoshi.com
I think this is a fantastic idea.
Also just to keep you'll updated, Akosha does consumer complaints and they are very very good at it :) If I am not mistaken, they are rodinhooders! :D
let me check that if they are also working on the similar lines then we shall give them inputs to add more features to their services :)
Ankur and Akosha team is doing a fantastic job with individual complaints but what may be needed is a platform is get consumers together against a particular vendor.
Mouthshut on the other hand is just a database of complaints where they dont do anything but collate the complaints against one product/service. There should be accountability and action taken for bad consumer service
Yes Amit I agree with you the idea I have here is not compliant resolution but quantification of impact the bad/good service may have on the sales of that company. If the service is bad how many would be customers you have turned away from that company and vice versa. What these companies understand is loss/gain in the sales and nothing else.
Didn't mouthshut.com used to do the same...