Implement standards & guidelines
Ever tired to call HDFC Customer care…phew!, guys you are in for a huge trouble. The worst is most of their services do not work if you call them after 8 PM, why? Hard to understand this. And they give just 3 click solution for their Credit card customers than with Debit card. This differentiation hardly wins customer.
Bottom line is: Implementation of standards and/or guidelines in services or products will help ensure predictable customer experience as they limit the number of different ways an interaction can work.
There’s less for customers to learn and they can predict the interaction more readily. Apple products clearly demonstrate that standards and guidelines create predictable experiences. All iPhones, iPods and Apple computers have an almost identical look, feel, and interaction model, as do their stores.
Contrast this with the Android phone experience. Clearly, balancing consistency and customisation is a challenge for them, as the user experience from one Andriod phone to another can be quite different. Google allows hardware vendors to heavily brand the Android experience through look, feel, and function. As a result, some devices differ dramatically. This impedes customer satisfaction when switching to different models of Android phone and prevents customers predicting whether any given Android phone will be a good one.