With the pandemic overwhelming people’s lives and livelihoods around the globe, many companies worked on finding creative ways to empathise and connect emotionally with their customers. In light of the same, we spoke to Avinash Vinod, Sr Manager, CDO, KredX, about how customer experience has transformed amidst the backdrop of the pandemic, and here’s what he had to say.
With the global pandemic impacting all aspects of our lives, the need for businesses to find new and innovative ways to connect with their customers has become imperative. COVID-19 pandemic has changed the way we look at all aspects of a business. Today, businesses are focusing on enhanced customer interactions at all touch points to meet or exceed customer demands at any given point in time.
At KredX, we are committed to providing best in class customer experience to our investors and vendors as they drive our business ahead. Customer experience and service remain our high priority during this pandemic. We are constantly evaluating and addressing the feedback provided by our esteemed customers in real-time. It helps us in assessing the critical focus areas and work towards it for a better experience.
Customer experience is set to be the number one brand differentiator in this competitive world. Keeping that in mind, we are enhancing our approach towards a successful experience with us. We are looking at introducing a Voice of the Customer (VoC) program, also known as customer’s voice and Voice of Customer which captures, analyses and reports on all feedback (expectations, likes, and dislikes of your customers) associated with KredX. Basically, it gives us real-time insight into our customers’ experiences. From this feedback, we can identify trends and opportunities to improve customer experience. The VoC is the heartbeat of any customer experience program.
We look at the customer journey map, which summarises the key interactions a customer experiences with KredX. When it’s developed right and optimised, any employee should be able to understand the critical touch points in the customer’s journey. This map will help us align our experience strategy across the company and identify areas of improvement. The VoC program and customer map fuel a company’s customer experience program, while the employees are the engine—they take this data and act on it. In order to be successful, this coalition should represent every central customer experience touchpoint across the customer journey.
Last but not least, happy employees cultivate happy customers. Our team not only has a customer-centric mentality, but they also believe in the brand they represent. A big part of providing a positive work environment is providing the tools to empower employees to do their job well. As it relates to customer experience strategy, it means streamlining customer insight across the organisation, providing the right technology, and ensuring that every employee can confidently work towards achieving their goals.