Paytm has started a blog called “The Great Indian Customer” narrating stories of irritated customers and how they take them (Paytm) from heaven to hell and back again.
While the blog (link) is mostly funny and brings about the issues customers face and how they react, the fact of the matter is that at the end of the day, you exist because of customers.
Customers maybe wrong in shouting (the F words) – but then that’s something company is also responsible for as well (aside, Paytm support isn’t anything great and I have earlier even pointed out (on my twitter handle) some of the bugs in their cashback system).
Unless a company has foolproof process, going public with such customer stories is..weird and doesn’t boost one’s confidence in dealing with the company.
Last, but not the least:
Your most unhappy customers are your greatest source of learning – Bill Gates.
What’s your take?