A great brand is one that delivers a great experience. 25 years of trust have been eroded in 2 months. Why do great brands get old instead of evolving?
@myvoltas case study in resting on laurels. My ac is 1 year old and not cooling so I got it serviced. After servicing its still not cooling so they said gas needs to be filled. Paid for that too. Now again it's not cooling. Apparently the didn't fix the leak only filled gas.
@hvgoenka I'm the author/editor of What's Changed, a book on 25 Years of Liberalization published by Penguin - I need your group's support on my next book on how organisation culture drives excellence. How can I contact your office?