Over a year back I had written a post postulating that Indian IT clients are victims of the Bangalore bug. It was generally received positively. A couple of commenters had suggested two sites that could pe possible exceptions to the rule.
Of these, Cleartrip is the better candidate for an exception to the rule. Its usability is excellent and ever since I have been introduced to it, it has become my preferred choice for booking all travel tickets. But is it really an exception? To figure this out, we must understand how the problem comes about in the first place. I could summarize my post by saying that Indian IT clients suffer from the Bangalore Bug in that they do not get all these three factors for success at one place:
- Technical Skills
- Business Skills
Neel has a good post on how ICICI has made life difficult for customers who want to redeem reward points on their credit cards. Citibank has done something similar. They have cut down on the number of items you can get by redeeming reward points. To hide this fact from customers, they have “redesigned” their website. Now, they no longer display any sort of catalogue. They show this page. You are supposed to choose your card type from the dropdown and also whether you want to go high-bandwidth or low. Then they take you to an incomprehensible page that provides you with absolutely no clue as to what gift you can find where. To complete the insult, they say the following at the bottom of the page:
Simply looking for items to redeem? Chances are, you want something a little different, something more. CitiRewards aim to do just that: to take you from plain rewards and introduce you to all the experiences possible with them. After all, rewards are good. Ideas make them brilliant.