- photography guy
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Fatman said:Like China, India is trying to limit the presence and power of foreign companies. Unfortunately for India, this is backfiring, since many of the best and brightest leave their country to live in more progressive countries like the US.
If India wants to make it on the world stage in the 21st century, we need to find ways to keep our best and brightest minds here, with Indians developing tech and innovations in India, for Indians. I don't know of any new tech here that we have created ourselves. Pretty much everything has been bought, leased, stolen, or plagiarized from someone else. SIGH.
Fatman said:Maybe the title should read “Poor customer service is tarnishing the image of India”
India has no concept of customer service, so these numbers are not at all surprising. There's almost no incentive for customer sales/service people to learn about the product they're selling/supporting. I worked in retail, and we had training sessions, and prizes/bonuses for learning about the products we sold. Here in India, they'll just look at a box and read what it says; that's their concept of "customer service".The reason Samsung, LG, and others fare better than Apple is because they are more familiar brands. Apple is still seen as an "elitist" product here, and so there's very little in the way of infrastructural support. Stores sell Apple products, but no one in the stores really knows anything about them. If Apple wants to succeed in India, they have to go "all-in". Have a number of Apple sales/support experts transplanted to India—essentially to be Apple Ambassadors in India, to elevate the brand, give free customer workshops/communities, etc.Indian government bureaucracy, and Indian culture of mediocrity are the biggest obstacles for Apple to overcome.People won't buy Apple products here if they're marked up 50%, with little to no support. And India will mark up products not sourced here. And Apple won't build or source products here until we have a better sense of quality control.For as long as India has been an independent nation, we have been amazingly resilient; but that also means that we're willing to simply "make do" with what we can; we don't have super high standards or a culture of independent thinking or innovation. Upper class Indians want top-quality stuff, but aren't willing to support the infrastructure to build that stuff here.For the last 10 years, Apple has taken a half-assed approach to the Indian market. If Apple wants to succeed here, they need to go all in—to take a $1 billion (minimum) risk in India, probably per year, for five years, before they'll see any traction or ROI here. They need to continue to lobby the government to grant them tax/import breaks; at the same time, India needs to stop being stupid about the "Only in India". I mean, it's great that we want to support Indian workers and Indian business, but we also need to improve our work culture. We need a corporate culture that looks at lifestyle; not merely money. We need to create financial incentives for the smartest Indians to stay in India, rather than take their brain-power and creativity to the UK, the US, and/or Canada.
It's a big ask, but I think it's the only way this will work.