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A Bengaluru-based techie had to delete his Zerodha account due to a mandate from his wife’s new employer, an investment bank, which deemed Zerodha not a “trusted broker” because it lacked a physical bank presence, unlike Kotak or ICICI.
Although the techie eventually closed his account, he mentioned that Zerodha had earned his “trust for life” after Nithin Kamath’s reply.
Bengaluru-based tech professional Sachin Jha recently shared an interesting experience on LinkedIn. Jha had to delete his Zerodha account due to a mandate from his wife’s new employer, an investment bank, which deemed Zerodha not a “trusted broker” because it lacked a physical bank presence, unlike Kotak or ICICI.
Despite his fondness for Zerodha’s user interface, Jha decided to take a chance and emailed Zerodha’s CEO Nithin Kamath, not expecting a response. To his surprise, Kamath replied within just 10 minutes. The quick and thoughtful response provided Jha with valuable insights into Zerodha’s commitment to customer feedback.
Kamath’s team: – Immediately acknowledged the issue and assured they were working on it with banks. – Requested details of Jha’s workplace to partner directly with compliance. – Shared their strategy to build trust with institutions.
Although Jha eventually closed his account, he mentioned that Zerodha had earned his “trust for life”.
- Jha highlighted three key lessons from this experience: 1. Users provide valuable growth insights through their feedback
- Quick responses can turn skeptics into loyal users
- Adapting to user needs is crucial for success.
“Zerodha wins by treating feedback like gold,” Jha wrote.
He concluded by encouraging others to share stories where a founder’s response had surprised them, and added a personal note, continuing to cheer for Nithin Kamath.
This story underscores the importance of customer feedback and swift action in building long-term trust and loyalty.
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