How Enterprises Should Manage Fragile Customer Relationships
Every evening, I go out for snack break with my colleague. Our office is happens to be located in the midst of one of the developing areas of Bangalore, quite close to the bus terminus. Usually our first stop is the Vada (indian donut shaped savory) vendor. Its been over a month since we started visiting this place and the owner recognizes us, greets us with a smile & keeps our plates ready as he sees us approaching. Sometimes he tries to cross sell Bondas (Indian fried dough balls) , but he clearly knows what we want before-hand and also takes care to serve it hot.
The next stop is the chai wala (tea vendor) shop right opposite, where we have murukku (crispy fryums) & tea. This shop is bigger compared to the vada stall. The shop keeper here does recognize us, but doesn’t know our preferences. It may be because his portfolio is too diverse for him to accurately predict…
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