Monday, 19 June 2017

Cracking Customer Experience Code




The beginning of the year was marked with the much awaited Digital Marketing Trends Report by Econsultancy and Adobe with some exciting results to ponder upon. Asking multiple companies about the most exciting opportunity they had experienced last year, the expected answers were quite in contrast from what was revealed at the end. With social opportunities and mobile marketing scoring only 7% and 13% respectively, in terms of the best business opportunity, the customer experience topped the charts with 22% of companies favoring it as the best support for profits.

It is no surprise that the companies which employ customer experience strategies receive higher customer satisfaction rates, reduced customer churn and without any doubt, increased revenues. But to deliver appreciable customer experience, it is important to understand the factors that derive the best results. Building a quality product is one such.

Abhishek Gupta, a celebrated entrepreneur of Chandigarh who leads Indianmesh, a boutique IT Solutions Company remarked, “Customer experience owes a lot to great products. As soon as you get clear about what you are going to build, you must be able to answer the “why” part also. Unless you know why building that product is a better idea than building anything else, you won’t hit the target.”

To begin from the scratch, understanding the target market is crucial. Done with that, taking aid from product developers decides a lot about the market fate of the product. Adding to his remarks, Abhishek said, “While building a product, it is vital to employ the right talent. Besides the in-house team, work can be outsourced to freelancers as well who have the product understanding.”


The right team ensures to deliver a quality product, thus, quality customer experience.