She then discussed "Customer Moments of Truth", which are the moments when certain expectations of the customer do not get fulfilled. She said that for such incidences it is essential to empower the customers and the front line, customer-facing teams to improve serviceability. Do people ask for our brand, are they ready to pay the price and are they willing to wait for our brand are some of the principal questions that define the success of a brand.
The highly informative session enabled the audience to understand branding and marketing in a better way. The insights of Ms Basu about involving the customer in brand building and being relevant to them will help our students prosper in their professional journeys ahead. Ms Basu marked the conclusion of the session by summing up her ideas and thoughts and stating, "Keep reading the tea leaves!"
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