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> This organization (Kuwait India) has really embraced its customers in the true sense of the word and has provided a level of service which is quite unparallelled. Honestly, I have never seen such a level of service in any other organization including SBI. The customer service culture is so deep rooted that no customer would ever want to leave you… And that has been the single-most
outstanding achievement of this fine organization.
Read more-


(from a mail to the present General Manager, R.Kuppanna)
I am Kanna Vemprala a former (can I say founder?) customer of KIIEC starting with Mr. Krishnamurthi in the early 80’s on to Mr.Govindan, Mr. Sampath, Mr. Dalbehera and Mr. Sampath once again. I retired from my job with Alghanim Industries Kuwait and returned home to Secunderabad last year after about 30 years there. Besides being a SBI customer since 1971, I also happen to be a personal friend of Mr. Sampath whom I have known since the 80’s. Seeing your nice email I just felt the need to share some thoughts with you.

The organization that you now lead has a wonderful history going back over a quarter century. This organization has really embraced its customers in the true sense of the word and has provided a level of service which is quite unparallelled. This can be seen every evening when the team on the KIIEC floor painstakingly take the less educated customer thru the paces, putting them at ease, speaking their language and providing the necessary money transfer service in an utterly transparent and super efficient manner. This is in addition to solving their personal problems, giving advice, helping with contacts in India etc. etc. Honestly I have never seen such a level of service in any other organization including SBI. And for this you have to thank the business philosophy and culture imbibed into the organization by the earlier management teams. The customer service culture is so deep rooted that no customer would ever want to leave you.

In my years in management I have learnt that at the lowest level the customer is merely “satisfied” , the next stage he is “very satisfied”, at the next stage he openly tells you that he is very happy to deal with you and always brings his business to you. But once his customer experience reaches a pinnacle, he turns into an “apostle” for you. This is the final stage where at every fora he tells others how good you are and why everyone should give their business to you. At this stage he starts sending customers to you. This is what Mr. Sampath (and his predecessors) with their teams have achieved over the years i.e. they have converted a whole bunch of customers into “apostles”. The concept of an “apostle” customer is not new. If you develop a large mass of apostles they act as your extended sales force (without seeking any compensation) and multiply your business significantly. This is what you have suceeded in doing in the past and are continuing to do for the future. And that has been the single-most outstanding achievement of this fine organization.

Your efforts all along have also been to inculcate a family spirit of oneness so that everyone shares the work in a spirit of cooperation and makes the work enjoyable for all. I must say that you folks have succeeded admirably in this attempt.

I would like to add here that there are always other key “behind the scenes” players who may not be very vocal/visible but have fully imbibed the manangement philosophy and kept doing the right things every single day. The names of Ramani, Rajeev, Usha, Subramanian and Basha come readily to mind. These people are truly the jewels of your organization as are others whose names I have forgotten.

I would like to take this opportunity to wish you and your team all the very best in the days ahead. I know there is a downturn in Kuwait but under your able and visionary leadership, an organization like KIIEC, I am sure, will re-invent itself to fight the odds and come out on top. I wish you and your team every success.

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Dear Mr.Kanna,

I am overwhelmed by feelings of gratitude to you for all the kind sentiments so nicely conveyed by you,in your reply to Mr.Kuppanna’s mail.

2.How can I ever forget the message of goodwill you,as an “apostle”, spread about Kuwait India,and openly gave expression to your appreciation,whenever we had the pleasure of welcoming you and Mrs.Vijaya Kanna at our office!Indeed,myself and Kuwait India team were privileged to serve you and your family.If today Kuwait India .after 30 years of service,is able to keep its flag of service flying high,it is mainly due to the encouragement and support given by our valued customers and esteemed friends like you.My words cannot match the emotionally surcharged language so beautifully used in your mail,to run down the memory lane and trace the history of Kuwait India,from its humble beginnings in a single,small room in the present stock exchange building to its present position.The growth and success of the company would not have been possible,but for the unfailing and constant encouragement,business support and word-of-mouth publicity so generously given by our “apostles”like you.Your words will remain in my memory for ever.My personal gratitude to you for all the nice words about me in the mail.I consider it as a mirror reflection of your own admirable qualities.You have been and you will always remain to be my silent teacher.”A true friend is one with whom you communicate in silence”

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Dear Mr. Sampath,

It was wonderful talking with you this morning and catching up on old times. Yes, among the names I forgot was Mr. Sebastian and Mr. Chinmaya. Thanks for jogging my memory. I should have also mentioned these names also in my mail. But age is fast catching up with me. Also the South Indian Telugu-speaking lady (whose name I forget) who has been with KIIEC for many years both with you at the Head Office and recently with Ms. Usha at Salmiya. These are the people who have made the organization what it is today.

As you mentioned today, your efforts all along have been to inculcate a family spirit of oneness so that everyone shares the work in a spirit of cooperation and makes the work enjoyable for all. I must say that you folks have succeeded admirably in this attempt.

The concept of an “apostle” customer is not new. If you develop a large mass of apostles they act as your extended sales force (without seeking any compensation) and multiply your business significantly. This is what you have succeeded in doing in the past and are continuing to do for the future.
> “Kuwait India International Exchange Co. is really a company with fantastic track record of success in business in Kuwait. I personally know this company since 1971. Since that time this company has done great service to the Indian overseas community to meet their requirement to send money to their beloved ones in India. Actually your service to the expatriate community is really remarkable and it is increasing day by day even today.” Read more—

Mr. S. A. Katabjiwala, a leading businessman in Kuwait and a customer of Kuwait India, for over three decades, says: “Kuwait India International Exchange Co. is really a company with fantastic track and record of success in business in Kuwait. I personally know this company since 1971. That time Kuwait was a small financial market and there was not many exchange companies operating in Kuwait. Since that time this company has done great service to the Indian overseas community to meet their requirement to send money to their beloved ones in India. I do really appreciate your steady and consistent service to the Indian community to meet their requirements even to the remote villages with less access and means of transport that time. Actually your service to the expatriate community is really remarkable and it is increasing day by day even today.”

> Kuwait India stands out amongst the exchange companies; the attitude one comes across at the Company is that nothing is difficult…we will always solve customers’ problems the staff are customer-focussed, very helpful and the executives are a mine house of information, analyses and experience. Read more-

“Kuwait India stands out amongst the exchange companies”, says Mr.N.C.Mohandoss, well-known writer, founder of Frontliners Association and a long-time customer of Kuwait India . “The attitude one comes across at the Company”, continues Mr. Mohandoss , “is that nothing is difficult…we will always solve customers’ problems”. He says ….”the staff are customer- focussed, very helpful and the executives are a mine house of information, analyses and experience. I always use them as a sounding board”.

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I wish to add that Kuwait India Exchange Company is not a mere money exchange company as people generally understand. For me it has been a part of my life for over 18 years. It is a place where we can truly exchange our ideas , share our thoughts and even vent out personal problems.

This relatively low profile exchange company has high caliber people. I wish you more and more success.

> KIIEC is not only an organization – it is a part and parcel of many Indians in Kuwait—always SALUTE KIIEC for their timely service, pleasant, friendly, personal service and can say happily, it is more of going to a relative’s house – than going to an organization. Read more-

KllEC is not only an organization – it is a part and parcel of many Indians in Kuwait
—always SALUTE KIIEC for their timely service, pleasant, friendly, personal service and can say happily, it is more of going to a relative’s house – than going to an organization. Though I am friend to many other Exchange Companies, but only at KIIEC, I feel at home. I was able to mingle with everyone in their own language and felt, they were more concerned with me as much as they were concerned about my business.
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I only feel happy to deal with such a great institution.
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“Dear Sri Kupanna,
Greetings from Hyderabad to you and the entire KIIC team.
I read your newsletters regularly and often marvel at your intellectual and writing abilities. Indeed I never fail to read the entire contents and even forward it to friends. The material presented is always interesting and totally fascinating. I went through your PP presentation on gold investments and was pleasantly surprised to see my name figuring in it. I suspect what I said more than three years ago still holds good for KIIC. Given the intense competition between organizations, the customer today has a choice of a wide range of offerings. As a result, only the genuinely customer-focussed companies (he was referring to Kuwait India) will be left standing in the end. The rest will fall by the wayside. Of that there is no doubt. Anyway, I thought to write and wish you and your team a great 2011 and many years thereafter.” (July 23, 2011)
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