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Sunday, February 2, 2014

Wake Up Indian Customer

Many theories have been put forth on how to improve the startup ecosystem in India and how we have to move away from a services country to a product country. And just like everyone, I have a theory. I don't think the main trigger for us to become a product country is in having more incubators, more angels, more mentors, more VCs, more funding, more exits etc. Of course, they all help. But the main trigger, according to me, is the CUSTOMER.

As long as we the customers are content with the products and level of service, businesses will not innovate. They will not push the boundaries as they think the customers are happy. Customers have to speak out and demand a higher level and Indian businesses will deliver.

  1. I want faster delivery of the goods I ordered online and I want to track the delivery. I want more items to shop online. Tell that to the ecommerce store you bought the goods from.
  2. I am not happy that I have to wait for the doctors endlessly. I want to setup appointments. Tell the hospital next time.
  3. I am not happy that I have to tell my name and details every time to a customer service representative. They should know me and my problem. Tell that to the manager.
  4. I am not happy that I have to wait at restaurants. I am hungry. I should be able to book a table online. Tell that to the manager.
  5. Next time, I want to order food from home and have it delivered. Tell that to the restaurant next time you go to pick up your food.
  6. I want to be able to check out a venue and its costs without wasting petrol and traveling to so many places. Tell that to the banquet manager.
  7. I want to research the best school for my kid online. Why are the school details not online. And I want my kid to have access to all learning material online. Tell that to the school management when you go for admission.
  8. I want good electronic devices to monitor my health. Tell that in a retail store.
  9. I want my car to be serviced and home delivered with payment at home. Tell that at the service station.
  10. I want technology to improve my life. Tell that to yourself :)

P.S: There are solutions provided by Indian startups to all the problems mentioned above. It is upto the Indian customer to educate the Indian businesses about their need.