Recalling those days, when I first invested my small portion of savings every month in one of Aditya Birla Capital’s schemes, I can remember how those newsletters from them helped me know better about mutual funds, different investments options, and portfolio building. The smooth, unified interface to work on, and the regular connect through emails made me understand and realize the impact of customer service being done in the right way. It wasn’t always about the numbers but also the other things we usually neglect to appreciate.
Being a product manager, it is my favorite hobby to explore new technology interfaces, understand the positive impression small actions from the service provider make on the customers, and most importantly the faith and loyalty that is created from smooth experiences. The experience I felt during this entire transaction, was something I believed was a learning for me a manager and a creator of products.
Though, this one article is a very less space to cover and write about the value and impact Aditya Birla Group had on my life, here are some learnings from the experiences I had during the different interactions through different channels.
Pantaloons opening up the concept of how well-stocked merchandise of quality can help customers to find the right dress quickly. The experience of my first purchase of business formals at Allen Solly, and the customer service experience where the staff spent more than an hour to get me the right fit blazer amazed me. The investment in funds and the clean and easy to use interface made me appreciate the value a facilitating technology can have on the customer and their experiences. I believe these small experiences help us to grow into a better person and professional. Though these learnings can be easily missed by lack of notice, but the presence and loyalty that these experiences create often don’t let us miss those learnings.
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