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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