G C Lichtenberg: “It is as if our languages were confounded: when we want a thought, they bring us a word; when we ask for a word, they give us a dash; and when we expect a dash, there comes a piece of bawdy.”

Shel Silverstein : “Talked my head off Worked my tail off Cried my eyes out Walked my feet off Sang my heart out So you see, There’s really not much left of me.” ~

Martin Amis: “Gogol is funny, Tolstoy in his merciless clarity is funny, and Dostoyevsky, funnily enough, is very funny indeed; moreover, the final generation of Russian literature, before it was destroyed by Lenin and Stalin, remained emphatically comic — Bunin, Bely, Bulgakov, Zamyatin. The novel is comic because life is comic (until the inevitable tragedy of the fifth act);...”

Werner Herzog: “We are surrounded by worn-out, banal, useless and exhausted images, limping and dragging themselves behind the rest of our cultural evolution.”

John Gray: "Unlike Schopenhauer, who lamented the human lot, Leopardi believed that the best response to life is laughter. What fascinated Schopenhauer, along with many later writers, was Leopardi’s insistence that illusion is necessary to human happiness."

Justin E.H. Smith: “One should of course take seriously serious efforts to improve society. But when these efforts fail, in whole or in part, it is only humor that offers redemption. So far, human expectations have always been strained, and have always come, give or take a bit, to nothing. In this respect reality itself has the form of a joke, and humor the force of truth.”

विलास सारंग: "… . . 1000 नंतर ज्या प्रकारची संस्कृती रुढ झाली , त्यामध्ये साधारणत्व विश्वात्मकता हे गुण प्राय: लुप्त झाले...आपली संस्कृती अकाली विश्वात्मक साधारणतेला मुकली आहे."

Sunday, March 25, 2007

Corporates beware! Consumers are fighting back

My irritation with our service providers is increasing by the day.

During last several months of 2006-07, I have been pissed off by ICICI Bank, Books Today (India Today group), Reliance Communications, Standard Chartered Bank, DSK Developers, Birla Mutual Fund, HDFC Mutual Fund, local cable guy and so on.

Mind you issues involved are not minor irritants.

It has become so bad that I have come around to think that perhaps government in India is less irritating than the private sector.

But companies perhaps think I am their best customer because I continue to do business with them!

ELEANOR RANDOLPH writes in NYT March 11, 2007 "A Time and Place for Grousing":

"In today’s global economy, however, there is a totally different culture for complaints. Artful bellyaching has become a survival skill. And, the harder it becomes to complain (“You’re talking to me from Tajikistan?”) and the longer it takes to get satisfaction, the angrier customers become in return. American consumers are so angry that companies are assessing the new level of customer rage. A study by Arizona State University found that 70 per cent of customers who had problems were either extremely or very teed-off as a result of their complaints. Scott Broetzmann, president of Customer Care Measurement and Consulting, which helped with the university analysis, said, “You have to go back more than 40 years (i.e., Ralph Nader’s heyday) to find the acrimony you now have between consumers and businesses.” Although there are many companies that care deeply about customer service, too many consider the consumer complaints desk to be a cost center worthy of cutting. So, consumers are fighting back. Mr. Broetzmann, who helps businesses deal with consumer outrage, says that customers become angrier with every hour spent trying to get relief. (Four hours is the average.) But he also says that many consumers say they would be satisfied with respect or an apology rather than, for example, a replacement iPod."


Artist : James Stevenson The New Yorker 23 Jan 1960

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