The Bharti Airtel was no more about 12 years before. They made good profits ion last 5 years. I am a subscriber for 4 years and not getting a birthday wish/ small gift/little discount on my bills, nothing!
What they are up to. Simply, charging the customer with different schemes which are not understandable to any one.
At least they can offer some free minutes/sms. The company needs to improve the customer service by providing discounts, suggesting different plans, etc.
The company still need to work close with their customers by providing all sort of facilities such as cheque pickup at their door step, informing them about their payment cycle, mode of payments, introducing/revamping the schemes, auto update to a affordable scheme and so on.
If the company improves customer services by treating the consumer as God by offering surprise gifts, wishes and getting frequent feedback, it will really stand tall amid competitors.