e-business

Dabbawallas and Customer Service

Seth Godin points out the secret of Bombay’s Dabbawallas..

How do the dabbawallas manage to be so accurate and popular for almost over a century?

“Simple: the dabbawallas know their customers. If they rotated the people around, it would never work. There’s trust, and along with the trust is responsibility. By creating a flat organization and building relationships, the system even survives monsoon season.” Says Godin

E-retail, IMO, needs the Dabbawalla Efficency when it comes delivery and customer relations, those who are getting this right, are already some the most successful e-businesses!

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