Tag Archives: Business

The curious case of customer feedback

Mr. Iyengar is a second generation businessman and runs a South Indian restaurant in the heart of Chennai. He inherited the restaurant from his father and aspires to turn it into a chain that has presence across all parts of Chennai. Having seen his father run the business, he understands the importance of happy customers and building customers for life. To religiously follow this mantra, and understand what attributes of service are important to consumers, he recently instituted a 10-point customer survey that is presented…

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Three things I learnt about product management from our local shopkeeper

Today morning, I went down to the general store in our apartment and I overheard the following conversation between the shopkeeper and his supplier. I caught this discussion in the middle… Supplier: … abhi tak tumne kuch lagaya kyun nahin? ( Why haven’t you started displaying anything yet? ) Shopkeeper: Mera maal 15 tareek ke baad aayega, tab lagaunga. ( My consignment will come after 15th, then I will display. ) Supplier:  Bhai Rakhi 2 tareek ko hai, log chitthi mein behjte hain, abhi se nahin lagaoge…

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