Customer Value Starvation Can Kill

Observations of Customer Value Starvation— Outside the Home

The Pavement/Road

When one walks out of the building onto the pavement, one still walks alongside the risks. On November 16, 2018, the Times of India reported that a senior citizen, who had gone out to buy flowers to offer at a temple, had fallen down on an uneven road in the Tilak Nagar suburb of Mumbai. It was the same spot that her husband had complained about earlier, to the civic authorities. But nothing was done. They later found that something had been done—the pavement instead of the road had been repaired!

And this is true for many, many roads in Mumbai and many other large cities in the country. It is where civic authorities indulge in Customer Value Starvation on a massive ...