Customer Experience

This story is narrated by Himanshu Bengani a Writer in Information Technology domain.

A cobbler sits under a banyan tree near my residence in Surat. He is very polite and can speak in four languages, including – Marathi, Gujarati, Hindi and Bengali.

Once, I saw him going through an English comics. I asked him If he understands the language. He Said No, but I enjoy looking at the pictures. I craft my own story looking at these images and often recite to the young kids who come to me to mend their footwear.

Beside his tools tray, I saw a few books placed neatly. They were in Hindi and Gujarati. I inquired about those books and questioned if he likes reading the books.

He said Though reading books is a good habit but he does not like it much I asked ,Why do you read these books then?

He said These books have so much information on various subjects. I read them to gain knowledge and talk it to my customers.

He further said The customers often feel bored and irritated while I make their shoes. So, in order to make them feel refreshed and involved, I talk to them on these topics. They feel happy about it and eventually, I get satisfied.

I was awestruck listening to his ideas and efforts to engage the customers.

Learning from the story
1. While delivering products and services to clients, most of the times customer engagement & experience is forgotten & even taken for granted.
2. If a road side cobbler can think of and invest time, money & learning in to engaging customers & deliver awesome experience, every business owner can and should do it.

Questions to ask ourselves
1. What are our customer touch points while delivering our value proposition?
2. What can I do differently with all these touch points to deliver an awesome customer experience?

If you really want to build a customer centric business; here; my personal invitation to our seminar

Business On Autopilot.