India, like many trends, will leapfrog from a society that never knew customer care, to one that will be right in the middle of social media and other forms of the connected society, that ensuring customers are taken care of will become crucial. There is an upside to it. Cost of acquisition of customers will drop as customers will become ambassadors for a brand. There are gaping holes in the market and a pressing need when it comes to systems that can enable large scale businesses (read Brands) to manage their reputation - by that we do not mean social media ghosting.
Brands and franchisees like Cafe Coffee day, have a layer of inefficient franchisees who are not yet aware of the what their target audience is equipped with. But the Brand CCD very much does. Linking Customers to the custodians of the brand, can bring about a significant difference in this space.
Think Banks. Or any institution that doesn't have much of a differentiation factor. Airlines too for that matter. For them systems like these will make a difference.
Internally Organizations also need better systems that can manage these claims and disputes, to efficiently improve or tailor-make products that makes a better fit.
From a consumer perspective, there are large gaping holes when it comes to the communications channel between the organization and its target audience. Do you agree?