Wednesday 11 November 2009

Customer satisfaction in a networked world

A batchmate of mine saw a movie recently. I had come to know that she was going to watch the movie and so I asked her how the movie was after she came back. She said that it was boring, only the songs were worth watching, and these too could be downloaded from the Internet. Hence there was no point in wasting my money.

This got me thinking. Both of us were in our respective rooms. Our conversation was via Gtalk. If I decide to take her advice and download the songs I can do that via YouTube or some mp3 download sites. The rate at which word-of-mouth reviews can travel now (and the ease with which I can pirate the songs) seem to put some kind of pressure on companies (film producers and directors in this case) to make products of better quality. Now whether or not this will actually happen is a different matter altogether. There are websites like mouthshut.com where prospective buyers can get feedback about products they wish to buy.

Companies also are trying to tap the benefits of social networking. There was one article I read some time back where an example was mentioned. A technology company can put up a forum where its customers can interact with one another to solve their issues. This actually reduces the costs incurred by the company in maintaining a customer service department. This is a double-edged sword though. If there is some problem the negative reviews can also spread quite easily.

To quote Douglas Adams, the author of the Hitchhiker's Guide to The Galaxy, "Nothing travels faster than the speed of light with the possible exception of bad news, which obeys its own special laws." (http://www.quotationspage.com/quote/33023.html)

If I come back to a simple issue, will Bollywood (or the Hindi film industry if I don't want to anger the purists) ever produce a consistent series of 'good' flicks or is there too wide a range of audience's tastes for films to be of uniform quality?

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