I can add a few Indian examples on how the respect that a company commands reflects in its Annual Report. I am not saying that that is the only factor which propels its growth, but it is a significant factor. Of course, no company can blossom just on smiling faces.
The first example is Titan. Everybody knows that jewellery bought from Tanishq comes at a premium. But we yet buy our jewellery from them because of the trust that they command.
Then, IDFC First Bank. People may open their accounts in that bank because of the higher interest rates offered by them, but they stay because of the customer-friendly culture in that bank people often talk of.
My wife loved the Lord Krishna bank because the staff made her feel so welcome and important despite the fact that her account never had large sums of money.
I would like to get my hands on the financials of Air Asia and Vistara. While Vistara staff usually comes in for praise, the Air Asia crew and the ground staff are said to set standards of rude behaviour. So, do the travellors decide to bear with that because of the low fares? I am not sure.
There may be many companies which do not come into contact with its customers. A Tata Steel or a Dalmia Cement for example. So, my post was of course was about companies having direct interaction with its customers.
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