• Media
    • Exclusive
    • Buzz
    • Movers & Shakers
    • Events
    • International
  • FOCUS 2021
  • Television
  • Advertising
    • PR
    • Mobile/Digital
      • Marketing
  • Radio
  • OTT
  • Print
  • Cable & DTH
  • Brand Stories
  • Leaderspeak
  • STRAIGHT TALK
  • My Column
Friday, February 26, 2021
MediaNews4U
  • Media
    • Exclusive
    • Buzz
    • Movers & Shakers
    • Events
    • International
  • FOCUS 2021
  • Television
  • Advertising
    • PR
    • Mobile/Digital
      • Marketing
        • Market Analysis
  • Radio
  • OTT
  • Print
  • Cable & DTH
  • Brand Stories
  • Leaderspeak
  • STRAIGHT TALK
  • My Column
No Result
View All Result
MediaNews4U
  • Media
    • Exclusive
    • Buzz
    • Movers & Shakers
    • Events
    • International
  • FOCUS 2021
  • Television
  • Advertising
    • PR
    • Mobile/Digital
      • Marketing
        • Market Analysis
  • Radio
  • OTT
  • Print
  • Cable & DTH
  • Brand Stories
  • Leaderspeak
  • STRAIGHT TALK
  • My Column
No Result
View All Result
MediaNews4U.com
No Result
View All Result
Home Exclusive

Customer first, and don’t you forget it

by Editorial
May 29, 2017
in Exclusive, Featured
2 min read
Customer first, and don’t you forget it

Share Share ShareShare

A roundtable involving Tata executives from different industries elicited a variety of views on customer orientation and after sales service. By Sanghamitra Bhowmik

All this talk of the customer being king and queen, of this exalted entity always being right, of the criticality of connecting with him or her — can only make sense if the platitudes are moulded to mean business. The sensibility involved is important, but even more so is the shaping of the collective employee mindset to make customers and their concerns and priorities central to any given company’s organisational ethos.

Customer centricity at the Tata group has been recast over the recent past to turn it into an advantage of consequence and a differentiator in the competition stakes. Though several Tata companies have achieved exceptional outcomes as a result of this wide-ranging effort, there is always more to be done, particularly in light of the warp speed at which business and its domains are getting altered by technology.

To better understand the minutiae of customer centricity and how these are mutating in the modern age, Tata Review brought together senior customer service executives from four group enterprises — Titan Company, Tata Teleservices, Tata Sky and Tata Motors — to offer their views on customer service and its changing role in ‘clinching the deal’.

Harish Bhat, chairman of Tata Global Beverages and brand custodian of Tata Sons, opened what we called the ‘customer centricity roundtable’, which was held at Bombay House, the Tata group headquarters, earlier this year. Setting the tone for the roundtable, Mr Bhat said: “Customer service and, in particular, after-sales services occupy a vital position in the lifecycle of all our brands, products and services. This is the point at which customers are most vulnerable, when they expect the company or the brand to reach out and resolve problems they may be facing.”

At the Tata group level, there is now an ‘after-sales service excellence group’ to address such issues. The team here comprises customer service heads, who discuss and participate in group-level projects and in pilots in their respective companies. Heading the team is HG Raghunath, a former chief executive of the watches division at Titan Company.

Mr Raghunath and his team try to ensure that customer service excellence gets the attention and visibility it deserves across Tata. “We are determined to ensure that post-sales service excellence and customer service in general attain the same level of visibility, the same level of attention as the creation of a product or the selling of this product,” said Mr Bhat.

What follows are perspectives on customer centricity from the participating companies in the round table: Tata Teleservices, Tata Sky, Titan Company and Tata Motors.

Courtesy: Tata Review Magazine April – June 2017

Tags: Bombay Housecustomer centricity roundtableCustomer serviceHarish BhatHG RaghunathSanghamitra BhowmikTata group levelthe Tata group headquarters

Related Posts

Three Tier Regulation for OTT- receives mixed response from the industry
Featured

Three Tier Regulation for OTT receives mixed response from the industry

by Editorial
February 26, 2021
0

The government announced the tightening of rules governing social media and streaming companies amidst growing concerns around the lack of...

Read more
The INS asked Google to compensate the Indian newspapers comprehensively for the use of content published by the newspapers.
Featured

INS asks Google to pay 85% of ad revenue for content; Industry welcomes the act

by Editorial
February 26, 2021
0

The Indian Newspaper Society asked the global search giant Google to compensate the Indian newspapers comprehensively for the use of...

Read more
Please login to join discussion
Ruchika Varma, Chief Marketing Officer, Future Generali India Insurance

We are a brand that leads with empathy and genuinely addresses customer needs: Ruchika Varma

February 25, 2021
We at Vinod, are excited to bring back the traditions with a touch of modernity. Sunil Agarwal, Vinod Cookware

We at Vinod, are excited to bring back the traditions with a touch of modernity: Sunil Agarwal, Vinod Cookware

February 25, 2021
TAM AdEx: Ad Volumes of Retail sector on Television plunged by 35% in Y 2020 over Y 2018

TAM AdEx: Life Insurance Ad Volumes in Print witnesses 34% growth

February 25, 2021
ASCI guidelines boon or bane for Influencers?

ASCI guidelines for Influencers; boon or bane ?

February 24, 2021
Vishwanath Shetty, Pocket Aces

Branded content at Pocket Aces have observed a 50% year-on-year revenue growth: Vishwanath Shetty, Pocket Aces

February 24, 2021
Shahir Muneer, Founder and Director,Divo

Influencer marketing is here and well to stay, with the number of brands and adoption to it increasing day by day: Shahir Muneer

February 24, 2021

Subscribe to Newsletters

Trending

MX Player ropes in Sidd Mantri as Senior VP, Product
Featured

MX Player ropes in Sidd Mantri as Senior VP, Product

by Editorial
February 25, 2021
0

Mumbai: MX Player has roped in product expert/ leader Sidd (Siddharth) Mantri as Senior VP - Product, who is responsible...

COTT Week 7: Live Telecast was the top show with 47.42 Million unique viewership.

COTT Week 7: Live Telecast was the top show with 47.42 Million unique viewers

February 25, 2021
India will account for 76% of the Disney+ base in APAC and 40% of revenues this year: MPA

India will account for 76% of the Disney+ base in APAC and 40% of revenues this year: MPA

February 25, 2021
Ruchika Varma, Chief Marketing Officer, Future Generali India Insurance

We are a brand that leads with empathy and genuinely addresses customer needs: Ruchika Varma

February 25, 2021
Asianet to telecast a new serial “Santhwanam“ from 21st September

Asianet to telecast a new serial “Santhwanam“ from 21st September

September 19, 2020

Contact Us :

UPLIFT MEDIANEWS4U DIGITAL PVT LTD

No. 82, Aram Nagar 2, JP Road

Versova, Andheri West

Mumbai – 400061

Umanath.V
+91-99400-17868
umanath@medianews4u.com

© 2019 medianews4u.com

No Result
View All Result
  • Media
    • Exclusive
    • Buzz
    • Movers & Shakers
    • Events
    • International
  • FOCUS 2021
  • Television
  • Advertising
    • PR
    • Mobile/Digital
      • Marketing
  • Radio
  • OTT
  • Print
  • Cable & DTH
  • Brand Stories
  • Leaderspeak
  • STRAIGHT TALK
  • My Column

© 2021 JNews - Premium WordPress news & magazine theme by Jegtheme.

Login to your account below

Forgotten Password?

Fill the forms bellow to register

All fields are required. Log In

Retrieve your password

Please enter your username or email address to reset your password.

Log In