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RSS FeedMay 1st, 2011
Inland Transportation Improvement using Trade and Transport Data
The NTELX World Bank presentation from October, 2010 is now available publicly:
October 25th, 2010
Presentation at World Bank tomorrow
Looking forward to presenting “Inland Transportation Improvement using Trade and Transport Data” at the World Bank tomorrow (Oct 26th, 2010) with my colleague Larry Kahn, a Director and member of the board at NTELX.
Slides will be available sometime tomorrow.
September 13th, 2010
Where exactly is NTELX located?
Physically speaking, here is the address: 1945 Old Gallows Rd, Vienna, VA 22182. But practically, it is very conveniently located – by that I mean it is right across from Bertucci’s. (Have you tried their Melanzana pizza? It is not listed, but really, they have it – just ask for it – use my name if necessary).
If you are coming from Rockville/Bethesda area, NTELX is really easy to find – take I-495 South (Outer loop) to Exit 47 – Route 7 West (that is a right exit). Then, just make 5 more consecutive rights. 
Yes, that’s right – a total of 6 consecutive rights! Since that sounds ridiculous, let me defend that with a thousand words.
June 22nd, 2010
Slides from ITSA Executive Session available now
Slides from the presentation at ITSA 2010 are available here:
ITSA 2010 – ES03 – Amrinder Arora
The video has been promised soon, but is not here yet.
October 11th, 2009
Customer Service as a crucial differentiator
Yesterday, I got $3.99 Horizon Organic Lowfat Milk from shoppers. When I got home, I noticed it was already curded. Now, if the carton that I picked up has gone bad, the others must be too. So, as a responsible consumer, I take it back to Shoppers and stand in line. The customer service person asks for my receipt. I am thinking of Seinfeld drycleaning episode. Really, what difference does it make – I don’t want my 4$ back, I just want you to know that you have rotten milk on your shelves. Then, I give her the receipt and she returns 4$ to me. She doesn’t thank me for taking the time to bringing back the rotten milk, but I do hear her page “Dairy Sales Associate to Customer Service” as I leave. So, I hope they did the right thing.
Later on, I drove to Jiffy Lube to get my car an oil change. Starting from simple tricks like looking up my name from the car tag and using that to greet me “Welcome back Dr. Arora” as I pull in to having awesome leather furniture in the waiting room, to carefully leaving the door open as I get back into my car, and my car key nicely hanging where I can find it, they make everything a breeze and a pleasant surprise. You hardly care what you pay (as long as it is in the range).
From a software or solutions company perspective, customer service is just as important. At NTELX, we have a saying – a customer who complains is our best friend, because that presents an opportunity to make things right. When any agency buys our software, they rely on the fact that we will help all users of the system reach their goals. If you call me, I will pick up the phone myself. If you email me, I will read it, and get back to you. Why do we do this? Simply so we can hear our customers and improve our software and make the problems disappear.