1. CUSTOMER RELATIONSHIP
MANAGEMENT

2. FIRST THE GOOD NEWS …..
India is one of the
fastest growing
economies in the world.
Service Sector Growth.
Insurance : India is
among the top 3
markets for life

3. FIRST THE GOOD NEWS…..
2. Greater Engagement
with the Customer
Consumer Electronics
: Helpline : well
trained executives
: check for

4. FIRST THE GOOD NEWS …..
2. Greater Engagement with
the Customer
FMCG
Kurkure : Seek consumer
Participation
through
Kurkure recipes.

5. Nestle : Invited consumers
to share their Maggie
memories on the 25th
anniversary .
“talk to us” toll free
number

6. FIRST THE GOOD NEWS
Quality Consciousness

7. PURE-IT :-
-It is a HUL product.
-With the use of it consumer
gets completes germs
protection.
- It saves the planet.
- Itreduce Carbon Emissions by
replacing BOILING.
- It replace Bottled water which
creates Plastic waste &
consume Oil & Energy.
- It runs without Electricity which

8. .... AND YET
We have a long way to
go!

9. …..there is a lot missing
from the consumer
experience today.

10. NO. 1.MISSING: ?
Case 1 : The job hopping
salesmen of consumer
electronics store
Case 2 : The luxury
watch store experience

11. Case 3: Free Ride or Flight
of Fancy?
Example : Online
Subscription of Economist

13. CREDIBILITY
“ the quality or the power
to elicit belief and
trust.”
link : obama’s speech

14. CREDIBILITY
What happens in the case of :
1. The job hopping salesmen :
“if the salesmen doesn't
know enough, how can I
trust this product?”
2. The luxury watch store : “
Can this watch be worth

15. Online travel portal : “
How can I trust their
offers, they have too
many strings
attached?”

16. NO.2:MISSING: ?
BANKING INDUSTRY.
- Charging for visiting
the branch.
- Difficulty with Tele-
Banking.
Customer wants Brick

17. Example : Nationalized
Banks
Retained the old
way &
upgraded technology.
Case- Passbook versus

18. MISSING : ?
2. Telecom
Case :- MOBILE NUMBER
PORTABILITY.
3. RAILWAYS :
Example : RAJDHANI
EXPRESS.

19. REAL CHOICE

20. NO.3 .MISSING : ?
Case 1: (a) Instant
Noodles.
(b) Give Us Today
Our Daily
(c) Multiple
Product from the
same bank.

21. 1. Hospitals : Do we need so
many tests ?
2. ULIP.
3. Film On Cosmetics.

23. NO. 4 MISSING: ?
Case 1 : The many
affairs of
adulteration.
Case 2 : Fruits :
something’s rotten

24. MISSING FROM THE
CONSUMER EXPERIENCE,

25. WHAT SHOULD COMPANIES DO
????
CREDIBILIT
Y
SAFETY CHOICE
TRANSPER
ANCY

26. WHY SHOULD COMPANIES
PAY HEED?
Because Consumers are
waking up.
……. consumer court cases.
Growth in Online Consumer
Complaint Forms.
Examples Of McDonalds,
Kraft–Oreo Cookies.

27. CONSUMER FORUMS IN INDIA
On Line Consumer Forum :-
-
www.clientcomplaint.com.
-
www.consumercomplaints.i
n
-

28. CONSUMER FORUMS IN
INDIA
Off Line Consumer Forums :-
- JAGO GRAHAK JAGO.
- International
Consumer Rights
Protection Council.
(ICPRC)
- Indian Consumer
Forum.

29. Consumer Protection Act 1986
STATE
FORUM
DISTRICT
FORUM
NATIONAL
FORUM

30. National Consumer Disputes Redressal
Commission - known as "National
Commission" deals with complaints
involving costs and compensation
higher than Rs. 1 Crore.
District Consumer Disputes Redressal
Forums - known as "District Forum,
deals with complaints involving costs
and compensation less than
Rs. 20 Lakhs.
State Consumer Disputes Redressal

31. No fees required for
filing cases under
consumer protection
act.
website address
is…….
http://ncdrc.nic.in/