CII - Amazon to host series of Customer awareness sessions across the country
Customer satisfaction is one of the major factors contributing to the success of the company as it can make and break a company. This was stated by Smt. Leena Nandan, Secretary, Department of Consumer Affairs, Ministry of Consumer Affairs and Public Distribution, Government of India at the National Conference on Consumer Awareness & Protection in Digital Era: The New Normal and Award Distribution Ceremony of the 4th edition CII Customer Obsession Awards, powered by Amazon.
While congratulating the winners of the CII Customer Obsession Award, she encouraged them to continue with the commendable work in setting standards and exemplars in dealing with customers.
She also requested the winners and participating companies to become convergence partners of the National Consumer Helpline (NCH), a project initiated by the Department to resolve customer complaints. Presently, there are 658 convergence partners registered with the Department. Smt. Nandan also exhorted participants to get registered with the Manak Online portal for adhering to quality standards of products.
Mr. Manish Tiwary, Vice President, Amazon.in agreed that with an increasingly aware digital customer, companies that systematically put ‘Customers First’, create value for themselves and the society at large, as it builds trust in the market place. This increases trade, business, and growth.
Mr. Tiwary also maintained that for India to become a trillion-dollar economy, there is need to win the confidence of customers by adopting the customer-first approach. “ Amazon believes in a customer-centric business strategy where all innovations are customer backwards. It’s not sufficient to provide a good customer experience but important to give consistently a good experience”. Amazon and CII have partnered to roll out a series of customer awareness sessions across the country as a part of Customer Obsession movement, he said.
Mr. R. Chandrashekhar, Chairman, Grand Jury Committee, CII Award for Customer Obsession & Former Secretary (Telecom) & Secretary (MeitY), Government of India, while congratulating the winners of the CII Customer Obsession Awards, mentioned that the these awards have a host of objectives such as promoting customer centric culture across the value chain; and recognising customer centric organizations for their practices and performance, among others. He also mentioned that the framework to assess the companies is based mainly on the various customer focused requirements of the Baldrige Excellence Framework.
Dr. Shubnam Singh, Member Grand Jury Committee, CII Award for Customer Obsession said that the award process would be further improved by incorporating ‘convergence partner’ as one of the parameters to evaluate the companies. It would also to come out with a brief paper to share the best sales practices by Indian companies.
This edition recognized 19 companies which won the CII Customer Obsession Awards by setting benchmarks in three categories: (1) Active Customer Engagement, (2) Customer Centricity, and (3) Customer Obsession . The companies were assessed through a comprehensive and rigorous assessment process which was designed in line with internationally practiced assessment processes.
16 December 2020
New Delhi