National Consumer Helpline (NCH) is to be opened in five new regional centers, announced Mr R C Chaudhury, Minister of State for Consumer Affairs, Food and Public Distribution, at the Customer Award Obsession 2016 organised by Confederation of Indian Industry (CII), powered by Microsoft on 16 June 2017 at New Delhi.
The Minister said that the Digital India Mission of the Government of India has largely empowered customers who now have access to products and the right to provide their feedback more effectively to companies. In the extremely competitive market, companies should strive for achieving excellence in service. He informed the audience about the Consumer Protection Bill 2017, which seeks to protect consumers from misleading advertisements. The NCH, undertaken by CII and Microsoft, registers and resolves 80% complaint.
Customers make or break brands, said Mr Anant Maheshwari, Member, CII Customer Obsession Award Committee and President, Microsoft India, emphasizing the heightened role of customers in the digital era. He said that digital technologies should be non-intrusive and should help preserve the privacy of customers.
Dr Shubnum Singh, Jury Member, CII Customer Obsession Award and Chief Executive, Max Institute of Health Education and Research, said that the Awards have been designed to recognize Customer Centric organizations. The program is based on the requirements of the ‘CII IQ Excellence Framework for Managing Customer Experience’. The awards have 3 levels of recognition, namely customer engagement, and Award for Customer Obsession and also Leveraging Digital Transformation to Deliver Superior Customer Experience.
Mr. Rahul Chaudhary, Chairman CII Delhi State, mentioned that customer obsession means constantly listening to customers, continuously testing, enhancing and personalizing the customer experience.
The names of companies recognized were –
Large business organizations, in the services sector, recognized for Customer Centricity:
HP India, Jubilant Foodworks (Domino’s Pizza India), State Bank of India, Wipro GE Health Care Service Division.
Large business organizations, in the services sector, recognized for Active Customer Engagement:
Kasturi & Sons Ltd (The Hindu), Bangalore International Airport, GMR Hyderabad International Airport, Yes Bank , Axis Bank , Tata Teleservices (DoCoMo), Aditya Birla Financial Services, Manipal Global
Education Services Pvt Ltd.
Large business organizations, in the manufacturing sector, recognized for Active Customer Engagement:
Siemens Ltd, India, Preeti Kitchen Appliances Pvt Ltd, Sterlite Technologies Ltd, Kewaunee Scientific Corporation Pvt Ltd, Vikram Solar Pvt Ltd .
Small and medium business organizations, in the services sector, recognized for Active Customer Engagement:
Brickwork India Pvt Ltd, Wealth India Financial Services Pvt Ltd, Pepperfry.com - Trendsutra Platform Services Pvt Ltd.
Small and medium business organizations, in the manufacturing sector, recognized for Active Customer Engagement.
Imerys Steel Casting India Pvt Ltd, Bangalore Biotech Labs Pvt Ltd (Biozeen)
16 June 2017