After having two different experiences (one good, one bad) on two different airlines, Govindraj is forming a theory that “Any provider of a product or service is only good as long he is number two.” He has also decided not to fly India’s Number One airline again.

Why does this happen ? Maybe because its been number one for so long that its forgotten the basics. I have seen it happening in industry after industry. Look at how the Koreans thrashed the Japanese in India and the rest of the world, from consumer electronics to cars. I am a great believer in Hyundai. Because it makes the best cars ? No. Because Hyundai is number two or three and knows it can’t take its customers for granted. Simple.