Dinner, Dosas, and Family Chaos

Let me ask you a question.

Say, it is 8:00 PM.

You like to have Dosa for dinner.

No mood for cooking. Everyone in the family agrees to eat outside.

But now, you want to order and peacefully eat at home, watching Netflix, due to your long work. Your wife wants to go to a fine-dine, after being bored of staying at home. Your brother or sister wants to go to a street vendor, as they look for fast-food style Dosa. Your mom and dad want to cook and eat at home, as they prefer a healthy option.

How one Dosa different for different people?

Because everyone not only consume. They want an experience.

And the expectation is not the same every time. May be on Sunday, you prefer Dosa at a fine-dine and on month end you like to go to a street vendor.

So what is different? Customer Experience.

Along with eating, everyone want to gain their unique consumer experience.

Why shopping is no longer just shopping

Gone are the days when people bought a product or service just for gaining the value, for the utility of the product.

Now people want more. Consumers like you and me want to experience the entire shopping as an event.

Do you remember how one of your friends bought a car or bike and posted it on social media? What about their experience in Absolute Barbeque or other fine restaurants?

To be honest, everyone likes to be treated well, like a King.

CX is bigger than you think

As small as it might look, the Customer Experience market is estimated around USD 12.04 billion.

CX-focused businesses see a 2.3x increase in customer lifetime value. CX leaders outperform the S&P 500 by 307% (Forrester).

Customers spend 140% more on brands that deliver good CX.

A 5% increase in customer retention can boost profits by 25% to 95%.

So it is backed by data.

Where should a startup begin?

There is a roadmap that market leaders follow. But It is simple for us to understand.

It is same thing that expect, when you are a customer.

Predictability, Reliability, Visibility, Trust & Transparency, Connection and Continuous Improvement

Amazon knows why we love tracking

Everyone loves Amazon online shopping because you can track when the product leaves the warehouse, when it is in transit to your nearby station, and when it is going to reach your house.

Now you tell me, don’t you want to give the same to your customers?

Simple steps to make customers smile

First, track all your internal processes. Find a way to track the progress at every station. Find a way to predict the delivery of your product or service to a given customer, at any point of time. If things go south, you should know where exactly it is stuck at.

Next, when things get delayed, inform the customer and apologize. Customers appreciate honesty.

If you cannot deliver as promised or doesn't meet their expectations, refund the money completely without any hassle. Give additional vouchers if possible.

Show the waitlists and expected time of arrival delivery, even before the customer purchase the product or service.

When there is a low demand for the product, give it at a lower price, without customers negotiating.

None of these are possible without digitalizing your company processes. Choose an IT roadmap and install those tools that will make it possible. Train your employees to use the system you created. Track your costs at every step and know how to make each step lean to give more room for returns and refunds.

Remind them you care

From the time your customer order your product or service, until they consume it fully and even after that, keep them reminded about your excellent service. Tie your products and services with their lovable memories.

This will not only lower the marketing cost and customer acquisition cost, but also lower churn rate and increase customer retention.

Then you are no longer fighting to sell your product. You will have a loyal customer who is ready to try your next new un-tested recipe, inviting themselves to your kitchen, like your best buddies.

Because they love having business with you.