In 1206 Genghis Khaan (Chingis) founded the first Mongolian Empire, since then we have went through many more political and social changes. Currently we are a democratic country which the people got through peaceful protest in 1990, with the democratic revolution along came privatization.
So therefore after the 1990's people actually got to choose what to do with their lives, more interestingly for the first time the people got to choose where to shop for everyday products. However post privatization Mongolian economy and market infrastructure collapsed resulting in total supply disaster. The people got the freedom to shop anywhere they wanted but there was not any products to actually purchase, even common groceries were scars.
Many of today's Mongolian successful businesses have roots from this starting point, where the owners of today's successful businesses actually was carrying bags of products in Trans Siberian railways, flipping a cheap product from China throughout Mongolia and Russia.
Since then it has been 27 years now, Mongolian economy has grown foreign relations has strengthened, and money from Mongolian big mines have boosted the economy.
Good, Great, Happy ever after right?
NO, Not for me at least... I guess.
It seems that everything has changed and still changing from the outside only due to the economical boom, buildings are new, roads are better, and the capital city is much more colorful. But it all is mere curtain, a smoke hiding the magician's trickery.
Why do I say this?
Well we as a learning nation, forgot to develop one crucial detail which is CUSTOMER EXPERIENCE/CUSTOMER EXPECTATIONS.
The reason being that "it has just worked" without caring about the customers up until now the mentality of scars supply lasted and worked up until now. And the business owners did not pay attention to this topic at all because they thought it was working as it used to be. However
economic development has enabled the people to travel, study abroad, live in a developed countries. Now when those who has seen that "Customer service can be better" are complaining about the poor service they get when they are in Mongolia.
Because Mongolian national companies forgot about this crucial detail they are facing fierce competition from foreigners, now we have foreign brands opening their branches in Mongolia with a better customer experience and service standards which have been developed and tested over years of experiences in other countries before introducing it to Mongolia. And guess what... Mongolians love it, I mean who would not love a better customer experience?
Foreign stores and services come in the market and out to the door for the poorly managed Mongolian companies. It is even worse with the government serves agents, but I will not get into this matter for now.
Who am I to speculate the situation and bash the customer experience in Mongolia?
Well I am just one of the modern young generations here in Mongolia who had the opportunity to complete my BA degree overseas where I found out that it can be better, and now however have to be the victim of this customer experiences everyday hoping that someday I myself can be a difference maker as a mentor to whomever in need of such consulting.
