The 2021 Indian Brands Conference brought together to discuss the best ways to create and grow brands, especially in today’s advanced digital environment.
During the session, BharatPe’s Chief Operating Officer, Dhruv Dhanraj Bahl, spoke about “improving the customer experience: changing the rules of the game”. In this section, he explains how a company creates a brand identity with people who have used its products and services and is excited to partner with you to provide good customer service and stand out with uniqueness.
“It’s a very volatile time and there’s been a lot of change at all levels,” he said. In these difficult times, we want to bet on a superior consumer experience that goes beyond the nature of the transaction and creates a brand identity that people can associate with. This is especially true in the financial sectors.
To make the same point, Bahl adds that consumers expect reliable, responsible, and high quality from the products and/or services offered by the brand.
BharatPe is only just three years old but plans to offer a full range of financial services, so Bahl said, “Someone recently told us. Service. You do it all.” “And this is probably the best we’ve ever received. That would be a compliment. So we do a lot of things, but our customers are at the heart of everything.
There are two types of our customers. One is a salesperson, a traditional business like BharatPe. The second is for consumers who are interested in the new features we release.”
However, he says it’s important to treat both like customers, combining MX (Merker Experience) and CX (Consumer Experience) so you can deliver the same level of service and care.
Emphasizing that effective customer service is the first and foremost customer service, Mr. Bahl concludes that companies should ensure that their relationships cannot be purely transactional because there is a QE level and this is true for all brands, whether terrestrial or digital, and every company needs to make sure that they are delivering the best CX they can and thus growing their brand even further.
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