Why Customer CARE Should Be Your Top Business Priority
Why #CARE matters for Business Growth!
Most business leaders talk to me proudly about the money their business has EARNED from their customers and how that is growing
But yesterday, I met a business leader who spent all the time talking to me about how much money his business has GIVEN to his customers.
Meet Subhash Chandra, the MD of #Sangeetha, a very successful Rs 3,000 cr >1,000 stores mobile phone retail company
We met by chance at my neighbourhood Sangeetha store, where I happened to drop in to get my phone repaired and he happened to be there. Introduced by the franchisee, Mr Ranganath, we were quickly talking and realised that we are both obsessed with customer value and how you create business value through finding innovative ways to GIVE more value.
He showed me on his #Samsung phone how he measures various ways the company gives value to customers. For example, PP or Price Protection. If you buy a phone from them and the price drops in the next one month, the company gives you back the difference. And you don’t have to track it and call them…THEY will call YOU and tell you that they are retuning Rs xxxx to you as the price has dropped.
Similarly they offer #protection from theft, breakage and other #pain-points of buyers. And they go the extra mile to do so.
Subhash told me they have given away almost a hundreds crores to lakhs of consumers, no questions asked, to ensure they are not stressed when buying a good phone.
Wow!!
I love the motto of the company “CARE”- “ Customers Are Really Everything!”
That’s what makes #Sangeetha so successful and now considering going for an #IPO next year!
@subhashchandral
#CustomerValue #BusinessGrowth #Profitability #CustomerDelight #Insight #Brand #MobilePhone
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