Pie remains the same, its the bigger piece everyone is fighting for.

Excerpt from BSNL site. 

Airtel ? , Vodafone ? and BSNL? are some of the largest mobile service providers in the country. 

Today, if we visit any of their web sites you will be lured to sign up or subscribe to one of their plans/services. On the contrary and just out of curiosity, I visited BSNL site to check what they offered. To my surprise, and I spent about 30 mins and I am still confused as I was before visiting their site.

The world is moving to a more intuitive way of attracting and retaining customers, technology immensely used to find and capture more customers. This attitude to acquire and retain customers is vividly visible in the way you customize your site, physical or internet, that is the face of the organization. Take a look at any of the Pizza site or eTailing site and you will be amazed on how seriously they take on the site visits and spend loads to make the first impression. 

Today, I was checking on ways to cut my phone bill and thought of BSNL for some cost efficient plans, after spending about 30 mins I still don’t have an answer to what I want. Infact, this organization has taken bureaucracy to the ultimate level. I tried to port my number to BSNL couple of years ago and almost got tears in my eyes on the way they carefully preserved inefficient legacy - quite an art. I instantly decided, quicker than the 2 min noodle, not to switch.

Lets take a quick look at our postal service as well. I saw some great transformation in USPS and Canada Post despite fierce competition from some global players. Companies there, public and/or private, without any hesitance use their service and have high respect as well.

The game has changed so the game plan has to change too. You cannot sustain, unless for eternity, plan to survive on the tax payers money.

Getting new customers don’t require any crystal ball gazing, not anymore, its more of a science, science of knowing and understanding your customers. Hope you get it someday.

Shared my personal experience. Please notify me of any copyright violation and I shall duly modify the content accordingly.