Customer Delight Is Built, Not Bought
#CustomerDelight manifests when the senior leadership pays attention to and take action on “small” customer incidents.
Yesterday, I was with Ambrish Miyani the Co-founder of the fast-growing #fashion brand #IndoEra, discussing a strategic issue, when he got a call from his partner co-Founder, Srishti Tanwani . I could hear her voice on the phone say, “look, there’s a customer outside our store at Malda (a small place near Kolkata) who is complaining about the service he’s getting. We need to look into it, now. It’s not nice!”
Ambrish responded and immediately set in motion steps to correct the situation.
He confirmed to me a short while later that the issue had been resolved, and, in fact, the customer had purchased two Kurtis after that.
IndoEra sells lakhs of pieces and has lakhs of customers. And the Founders are busy people, planning for more growth and building the organisation to handle it. They could have let this customer issue go, or even wait for a day or two for some Sales person to address it. Instead they both jumped on it together and made sure it was resolved, there and then.
This is the kind of #BiasForAction that makes all the difference to #BrandLove. It is the difference between hundreds of labels in the fashion industry (that call themselves ”brands”) and the rare few that are really successful and grow.
When business leaders practice this, and build the same culture throughout the organisation, it’s a strong indicator that their companies will grow faster and be more profitable.
#Customer #CustomerValue #CEO #BusinessGrowth
