Some counterintuitive customer-centric lessons from Zerodha – the Bengaluru-based retail broker that has embarrassed many ‘Bombaiya’ brokers: 1. Zerodha claims that no employee carries a revenue target. Targets are good but they lead to pressure and disruptive behaviour (read that as mis-selling). Happy, non-pressurised and well-supervised salesmen sell more! 2. If you call their customer…
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