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Today, customer experience is THE product itself
How would you react when you walk into a restaurant and it is smelly? Uggh! You'd probably take a U-turn and walk away.
According to Prem K Viswanath, Head of Marketing at Hipbar, "Customer experience is everything for a business, and it is not about one-size-fits-all. Today, customer experience is THE product itself. A shoe is a shoe, a car is a car, food is still food, but it is the experience and ambiance that matters. As a matter of fact, customer experience has become a big differentiator for businesses. Marketers can be confident of their campaigns knowing that their customer experience processes are in place. Any business can have a bad experience with a customer. But, the extent to which a company goes in fixing a poor experience shows its customer obsession."
This one is a seriously fun conversation with Prem, where he talks about his early life, advertising stints, founder's journey, and cracking the alcohol delivery code in India. And, he left us stunned when we asked him to name his favourite marketers. Watch the below conversation to know what he meant. [HINT: You'd never have imagined it and it appears in the last 10 minutes of the interview] :)
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By Karthik Subramanian and Kaushik KannanHow would you react when you walk into a restaurant and it is smelly? Uggh! You'd probably take a U-turn and walk away.
According to Prem K Viswanath, Head of Marketing at Hipbar, "Customer experience is everything for a business, and it is not about one-size-fits-all. Today, customer experience is THE product itself. A shoe is a shoe, a car is a car, food is still food, but it is the experience and ambiance that matters. As a matter of fact, customer experience has become a big differentiator for businesses. Marketers can be confident of their campaigns knowing that their customer experience processes are in place. Any business can have a bad experience with a customer. But, the extent to which a company goes in fixing a poor experience shows its customer obsession."
This one is a seriously fun conversation with Prem, where he talks about his early life, advertising stints, founder's journey, and cracking the alcohol delivery code in India. And, he left us stunned when we asked him to name his favourite marketers. Watch the below conversation to know what he meant. [HINT: You'd never have imagined it and it appears in the last 10 minutes of the interview] :)