Updated Mar 24, 2025 12:04 IST
Photo : ET Now Digital
‘Close Zerodha accounts…not trusted…’ – CEO Nithin Kamath’s reply to Bengaluru techie’s mail taught him $2B lesson!
Sachin Jha, a Bengaluru-based Product Marketing Manager, narrated how he was forced to close his Zerodha account because of his wife’s job at an investment bank. Jha shared that when his wife joined a global investment bank, he was asked to quit Zerodha as part of the compliance.
“But as a PMM nerd I loved their seamless UI. So I took a wild chance: Emailed CEO Nithin Kamath, expecting silence,” Jha added. To his surprise, the Bengaluru techie realised that Kamah has replied to him in just 10 minutes. “To my surprise, he replied in just 10 minutes.”
It wasn’t merely a response but a $2 billion customer obsession lesson for Jha. The response that followed gave Jha a $2B lesson in customer obsession. He went on to write that Nithin’s team immediately acknowledged the gap (“We’re fixing this with banks”); asked for his workplace to partner directly with compliance; and shared their plan to bridge trust with institutions.
“I still closed my account,” Jha admitted. “But they won my trust for life.”
Jha noted that Zerodha wins by treating feedback like gold.
The CEO of Zerodha on Friday shared how their client managed to save between Rs 2000 crore and Rs 20,000 crore because of their zero brokerage model.
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